Lets Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

To provide a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards. Has a good understanding of products and services.

Responsibilities

Product/Service Information

Provide advanced product/service information.

Customer Order Processing

Record and process customer orders, selecting the most appropriate approach based on predefined options.

Resolving Customer Issues

Respond to basic and advanced customer issues, such as returns, exchanges, and complaints; escalate appropriately.

Customer Relationship Development / Prospecting

Make calls (by telephone or in person) to allocated potential customers to develop relationships. Provide a first point of contact for resolving customer queries and complaints.

Customer Relationship Management (CRM) Data

Enter relevant information into the CRM system after each contact with a customer to ensure that the organization has quality data to enable effective customer retention and business development activities.

Customer Needs Clarification

Interview the customer, following a multilevel sales script, to clarify the customer's requirements.

Renewals

Provide exceptional service to customers to encourage continued use of the organization's products/services.

Operational Compliance

Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Personal Capability Building

Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Duties and responsibilities.

• Responsibilities include interpreting submitted documents, capturing the information, ensuring

compliance, and addressing technical challenges of an operational nature.

• Act as the first point of contact for technical issues related to issuing New Business and EBQs.

• Resolve minor or process-related issues directly where possible.

• Log IT incidents when technical system intervention is required.

• The role is individually accountable for delivering accurate and timely outcomes through own efforts

• Receive, review, assess and process transactions in accordance with the internal rules and

processes for Namibia

• Conduct detailed eligibility checks and benefit assessments.

• Identify irregularities or potential fraud and escalate where necessary.

• Ensure transactions are processed in line with policy terms and regulatory requirements (e.g.,

Namibian Product Rules).

• Analyse documentation for completeness and accuracy before finalizing transactions for

completion or payments.

• Strong communication skills with technical and non-technical stakeholders.

• Making calls to relevant stakeholders to verify information and assess potential payout.

• Respond to basic and advanced customer issues and complaints – escalate appropriately.

• Serve as the subject matter expert (SME) on New Business and EBQ processes and system

functionality.

• Provide guidance on correct system usage and troubleshooting steps.

• Trend Analysis and Continuous Improvement

• Identify opportunities to improve system processes, workflows, or user practices.

Minimum Requirements...

• Namibian Citizenship.

• Matric (essential)

• Post-matric qualifications in administration, finance, or related field (advantageous)

• 1–2 years administration experience

• Working knowledge of VDR’s and EBQ’s (advantageous)

• Knowledge of Old Mutual products)

• Familiarity with Old Mutual systems: AWD, BANCS, BIZAGI, CMOS, EMS, Outlook(advantageous)

• Computer literacy (MS Office) with accurate typing and disciplined document handling

• Call Centre experience

• Numerical accuracy and reconciliation skills (allocations, variances, and balancing)

• Critical thinking and anticipation – question assumptions, identify next steps, and pre-empt issues

• SLA discipline and throughput management – prioritize effectively in high-volume environments

• Case management excellence – clean case notes, evidence trails, and audit-ready documentation

• Stakeholder engagement – professional, empathetic, and clear communication

• Quality assurance compliance – use of Quality Tool and authorization protocols, “first-time-right”

mindset

• Governance and confidentiality – strict adherence to POPIA and internal controls

• Excellent verbal and written communication – read, interpret, and respond to queries promptly and

professionally

• Ability to work under pressure and adapt to a changing environment

• High attention to detail and accuracy

• Good judgment and proactive problem-solving

• Team-oriented with strong interpersonal skills

• Deadline-driven and results-focused

• Ability to process information and provide clear, structured feedback

 

Skills

Action Planning, Client Management, Computer Literacy, Database Administration, Desktop Publishing (DTP), Executing Plans, Management Reporting, Network Administration, Numerical Aptitude, Office Systems, Oral Communications, Policies & Procedures, Report Review, Resource Scheduling

Competencies

Action Oriented

Communicates Effectively

Customer Focus

Decision Quality

Ensures Accountability

Instills Trust

Interpersonal Savvy

Nimble Learning

Education

Matriculation Certificate (Matric) (Required)

Closing Date

06 October 2026 , 23:59

The Old Mutual Story!