OMF Client Relations Consultant(JR-74379)
Job Description / Overview
- Position Title: OMF Client Relations Consultant
- Location: Bloemfontein (Heidedal)
- Employment Type: Full-time
- Job Requisition ID: JR-74379
- Closing Date: 26 January 2026, 23:59
Company Overview
Old Mutual is a leading financial services company committed to unlocking Africa’s potential. The company values diversity and invests in developing talent across the continent.
Role Purpose
To deliver a positive customer experience by understanding customer needs, managing expectations, resolving queries, and guiding customers to the correct service channels. The role involves providing advanced product knowledge and ensuring adherence to quality, productivity, and compliance standards.
Key Responsibilities
1. Customer Service & Support
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Provide advanced product and service information.
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Respond to customer queries and complaints professionally.
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Handle returns, exchanges, and escalations when needed.
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Ensure customer satisfaction through effective communication and support.
2. Customer Order Processing
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Record and process customer orders accurately.
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Choose the correct order handling approach based on established procedures.
3. Customer Relationship Development
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Make outbound calls or engage customers in person to build relationships.
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Provide first-line support for customer queries and complaints.
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Strengthen customer relationships through proactive engagement.
4. CRM Management
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Enter and update customer data in the CRM system.
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Ensure customer information is accurate and complete.
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Log actions taken and follow-up requirements after each interaction.
5. Needs Clarification
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Interview customers using a structured sales script.
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Clarify customer requirements and identify suitable solutions.
6. Renewals
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Provide service that encourages customers to renew products/services.
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Assist with renewal processes and customer retention efforts.
7. Compliance & Quality
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Follow internal policies and regulatory codes.
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Adhere to mandatory procedures to ensure quality and compliance.
8. Personal Capability Building
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Participate in training and development programs.
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Improve technical and process skills through coaching and learning.
Skills Required
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Customer Service Excellence
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Consultative Selling
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Customer Complaint Management
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Customer Relationship Management (CRM) Software
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Data Management & Reporting
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Digital Consumer Engagement
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Identifying Sales Opportunities
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Upselling & Cross-selling
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Strong Communication and Interpersonal Skills
Competencies
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Action Oriented
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Customer Focus
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Decision Quality
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Communicates Effectively
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Ensures Accountability
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Instills Trust
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Interpersonal Savvy
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Nimble Learning
Minimum Education
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NQF Level 3
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NQF Level 2 (Below school leaving)
Employment Equity
The appointment will be made from the designated group in line with Old Mutual’s Employment Equity Plan.