Multi-Skilled Servicing Professional (6-Month Fixed Term Contract) at Old Mutual Kenya
Let’s Write Africa’s Story Together!
Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Role Overview:
This role applies expert knowledge in the administration of retail claims, The incumbent leverages in-depth understanding of legislation, regulatory requirements, and retail claims products to manage customer queries and claims. 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.
Key Result Areas
Responsibilities include interpreting submitted documents, capturing the information, ensuring compliance, and addressing technical challenges of an operational nature. Making calls to relevant stakeholders to verify information and assess potential payout. The role is individually accountable for delivering accurate and timely outcomes through own efforts.Respond to basic and advanced customer issues and complaints – escalate appropriately.
Minimum Requirements:
-
Matric (essential)
-
Post-matric qualifications in administration, finance, or related field (advantageous)
-
1–2 years administration experience
-
Working knowledge of claim payments (advantageous)
-
Knowledge of Old Mutual products and claim processes (e.g. Greenlight, Max Income, Max Investment, OMP & Group Schemes) (advantageous)
-
Familiarity with Old Mutual systems: AWD, BANCS, BIZAGI, CMOS, EMS, Omunet, Outlook
-
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.
Competencies:
-
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
Consultative Selling, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Probing Questions, Sales Data Management, Strengthening Customer Relationships, Upselling
Competencies
Action Oriented
Communicates Effectively
Customer Focus
Decision Quality
Ensures Accountability
Instills Trust
Interpersonal Savvy
Nimble Learning
Education
NQF Level 4 – Grade 12, School leaving Certificate, National or Occupational Certificate or equivalent
Closing Date
21 April 2026 , 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.
The Old Mutual Story!
