Multi-Skilled Servicing Professional (12 months FTC)

Let's Write Africa's Story Together!

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

You will form part of RMM within Mass Foundation which is one of the largest customer-facing business segments in Old Mutual. Our vision is to be our customers' most trusted financial partner, passionate about helping them achieve their lifetime goals. Our mission is to enable positive futures for our customers, by bridging the gap between their resources and their financial service’s needs. Our primary goal is to facilitate access to financial solutions for our customers and to keep pace with their changing needs. Our target market is the low and emerging-middle income segment.

The Multi-Skilled Servicing Professional is a client-facing role within the Outbound Contact Centre, responsible for initiating outbound calls to retain clients, reactivate dormant accounts, and promote financial solutions. The agent handles a mix of service inquiries, technical support, and administrative tasks, ensuring high-quality customer experiences across multiple channels.

Key Responsibilities:

• Engage clients via outbound and inbound calls.

• Promote tailored financial products and services.

• Resolve queries and objections with professionalism and empathy.

• Maintain accurate client records and use CRM tools effectively.

• Meet performance targets and adhere to compliance standards.

• Collaborate across teams to ensure seamless service delivery.

Client Engagement & Retention

• Proactively initiate inbound and outbound calls to retain clients and revive dormant accounts.

• Promote relevant financial solutions tailored to client needs.

Service Excellence

• Deliver high-quality customer service across multiple channels (voice, app, etc.).

• Resolve queries and objections with empathy, professionalism, and efficiency.

Experience in Customer Retention

• Apply proven retention techniques to retain existing clients by identifying their needs and offering relevant financial solutions.

• Use strategic listening and persuasive communication to overcome objections and reinforce the value of staying with the business.

• Leverage product knowledge and relationship-building skills to re-engage dormant accounts and convert them into active clients.

• Support retention-focused campaigns by aligning messaging with client profiles and behavioural insights.

• Drive outcomes by combining sales acumen with a deep understanding of customer motivations and service history.

Operational Efficiency

• Accurately capture and update customer data in CRM systems.

• Use dialler systems and campaign tools effectively.

• Track and report performance metrics regularly.

Compliance & Quality

• Adhere to service-level agreements, data protection laws, and internal compliance standards.

• Maintain high levels of accuracy and professionalism in all interactions.

Adaptability & Agility

• Pivot between service types and campaign goals with ease.

• Work flexible hours and manage changing priorities confidently.

Collaboration & Continuous Learning

• Participate in training to stay updated on products and processes.

• Collaborate with peers and other departments to ensure seamless service delivery.

Requirements:

• Grade 12 (Required)

• Minimum 1 year experience in client service or call centre

• Experience in financial services (Advantageous)

• Clear criminal and credit record

• Proficient in MS Office and CRM platforms

• Key Competencies

• Customer-centric mindset

• Strong communication and listening skills

• Emotional intelligence and resilience

• Ability to work under pressure and meet targets

• Collaborative and adaptable

Skills

Competencies

Education

Closing Date

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!