Customer Relations Consultant

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Customer Relations ConsultantApply locations Pinelands Johannesburg time type Full time posted on Posted 2 Days Ago job requisition id JR-61903
Let's Write Africa's Story Together! Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description This role utilises expert knowledge in the specific fields of administration / product / process to resolve technical and complex problems, usually in support of administrative queries/issues.
The incumbent is individually accountable for achieving results through own efforts.
The role includes the following responsibilities: Client Engagement DeliveryThis role functions as a subject matter expert in a specific field of client services / administration / product / process.Responsible to support and enable the Offshore Sales Specialist function to grow and retain market share; to enhance the customer experience; to retain the customer.Often acts as a point of escalation and liaises with internal stakeholders for resolution and to completion.Could act as an expert resource on major projects or could be accountable for the delivery of projects within the division or BU.May act as a coach for Specialist staff (if required).Often consulted for and advises on system enhancements and testing.Ensures first time resolution of all client queries received.Deals with all client instructions, queries or complaints timeously and accurately.Responsible for all administration functions around client onboarding and client disbursements.Responsible for ensuring that service delivery to clients/intermediaries remains within business practice.Facilitates problem solution across organisational boundaries.Work closely with Compliance, Risk and Operations to ensure delivery and execution of remediation activities (AML/FATCA/CRS).Strict adherence to regulatory requirements (FICA, FAIS).Uses knowledge of products to secure an end to end finalisation of client instructions, queries or complaints.Quality AssuranceAdheres to service and quality standards.Performs quality checks on own work.Strong attention to detail and organisational skills.Continually looks for ways to improve the Adviser/Client Experience by streamlining processes.Personal EffectivenessAccepts and lives the company values.Accountable for service delivery through own efforts.Collaborates effectively with others to achieve personal results.Managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months.Makes increased contributions by broadening individual skills.These responsibilities offer an overview of the role and are not confined or restricted solely to what is listed.Qualifications and Experience required Matric essential.Tertiary qualification advantageous.Old Mutual International product and process knowledge advantageous.At least 3 years' experience in financial services in a client engagement and technical processing/administration role.International Business and offshore investments knowledge advantageous.Highly structured individual, and is able to plan appropriately for short-, mid- and long-term activities.Agile in being able to prioritise multiple and meet critical deadlines.Determined to drive things through to completion in a deliberate manner.Thorough knowledge and understanding of the various entity structures and their requirements.Performs routine administrative duties such as drafting correspondences, scheduling appointments, organising and maintaining data, as well as assisting internal and external stakeholders.
ResponsibilitiesAdministrationProduce, update, and provide best practice support on complex Microsoft documents, databases, and other departmental systems, advising colleagues as needed and using expertise to help improve processes.
CorrespondencePrepare tailored letters, emails, and more complex reports and agendas and minutes of meetings for approval by a board-level executive.
Data Collection and AnalysisCollate and analyze data using preset tools, methods, and formats.
Involves working independently.
Insights and ReportingContribute to the preparation of various data and analytics reports.
Document PreparationOrganize and prepare complex documents using a variety of applications for technology devices, such as standard office software.
Also responsible for gathering and summarizing data for special reports.
Business Meetings/Events ArrangementArrange venues, equipment, catering, accommodations, and travel for participants arriving from various locations to ensure the smooth running of medium-scale events.
Work Scheduling and AllocationAssign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines.
Operational ComplianceIdentify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.
ProcurementAchieve specific procurement goals or provide support to others while following established procurement systems and protocols.
BudgetingTrack budgets and report variances to more senior colleagues.
Personal Capability BuildingDevelop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential.
Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Skills Accounting, Action Planning, Budget Management, Calendar Coordination, Computer Literacy, Data Analysis, Database Reporting, Data Compilation, Data Interpretations, Digital Literacy, Executing Plans, Management Reporting, Numerical Aptitude, Oral Communications, Report Review
Competencies Decision Quality, Directs Work, Ensures Accountability, Manages Complexity, Optimizes Work Processes, Plans and Aligns, Tech Savvy
Education Closing Date 17 January 2025 , 23:59
The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question. Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19. All prospective employees are required to disclose their vaccination status as part of the recruitment process. Please refer to the Old Mutual's Covid-19 vaccination policy for further detail.
Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so. The Old Mutual Story! About UsOld Mutual is a premium African financial services organisation that offers a broad spectrum of financial solutions to retail and corporate customers across key market segments in 14 countries.
The lines of business include Life and Savings, Property and Casualty, Asset Management and Banking and Lending.
We are rooted in our purpose of Championing Mutually Positive Futures Every Day and believe that a great customer experience is anchored in a great employee experience.

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