Call Center Agent (Life) at Old Mutual Kenya

Lets Write Africa’s Story Together!

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

Job Description

Responsible for promoting and selling Old Mutual Life Insurance Company Botswana’s Retail Funeral Product, to prospective and existing clients through outbound and inbound calls.

The role focuses on understanding client needs, educating them on product benefits, and securing successful policy enrollments in line with business targets.

The agent is expected to deliver exceptional customer experience, maintain high levels of product knowledge, ensure compliance with regulatory standards, and uphold Old Mutual’s purpose of delivering mutually positive futures.

Key Result Areas

1. Sales Performance

• Achieve and exceed daily, weekly, and monthly sales targets for Funeral Insurance policies.

• Conduct outbound sales calls and respond to inbound client enquiries to drive product uptake.

• Identify cross‑selling and upselling opportunities within the customer base.

2. Customer Engagement & Service Excellence

• Provide clear, accurate, and compelling product information that builds customer understanding and trust.

• Handle customer objections professionally, ensuring positive customer experience throughout the sales cycle.

• Maintain excellent call etiquette aligned with brand standards.

3. Compliance & Quality Assurance

• Adhere to all regulatory requirements relating to insurance sales, disclosures, and Treating Customers Fairly (TCF) principles.

• Follow internal scripts, quality guidelines, and compliance processes during all sales interactions.

• Accurately capture client information and maintain data integrity in all systems.

4. Operational Efficiency

• Manage call volumes effectively while maintaining productivity and call handling standards.

• Track leads, update systems, and follow up on outstanding documentation or client queries.

• Collaborate with team leaders and colleagues to resolve operational issues affecting client experience.

5. Product Knowledge & Continuous Improvement

• Maintain an up‑to‑date understanding of Funeral Insurance product features, pricing, and value proposition.

• Participate in training, coaching, and performance reviews.

• Provide feedback to management on customer insights, objections, and opportunities to improve processes or products.

Requirements: Skills, Qualifications and Experience required

Qualifications

• Minimum of Diploma in Sales and Marketing/equivalent.

• Certificate of Proficiency (COP) in Long-Term Insurance required.

• Additional insurance or sales-related qualifications are an added advantage.

Experience

• 1–2 years’ experience in a call center, telesales, or direct insurance sales environment.

• Proven track record of meeting or exceeding sales targets.

• Experience selling funeral, life, or group insurance products is desirable.

Skills & Competencies

• Strong persuasive selling and negotiation skills.

• Excellent communication and interpersonal abilities.

• Ability to explain complex insurance concepts in simple, customer‑friendly terms.

• High attention to detail with strong administrative and data‑capturing accuracy.

• Customer‑centric mindset with the ability to build rapport quickly.

• Computer literacy and competence in CRM or call center systems.

• Ability to work under pressure in a fast‑paced, target‑driven environment.

Skills

Call Management, Concierge Services, Consultative Selling, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Delivery, Customer Understanding, Data Management, Detail-Oriented, Identifying Sales Opportunities, Negotiation, Oral Communications, Probing Questions, Sales Data Management, Strengthening Customer Relationships

Competencies

Communicates Effectively

Customer Focus

Ensures Accountability

Instills Trust

Interpersonal Savvy

Plans and Aligns

Education

Certificate Of Proficiency: Life Insurance (Required), Diploma (Dipl.): Marketing (Required)

Closing Date

27 April 2026 , 23:59

The Old Mutual Story!