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
Provide advanced product and service information.
Respond to customer queries and complaints professionally.
Handle returns, exchanges, and escalations when needed.
Ensure customer satisfaction through effective communication and support.
2. Customer Order Processing
Record and process customer orders accurately.
Choose the correct order handling approach based on established procedures.
3. Customer Relationship Development
Make outbound calls or engage customers in person to build relationships.
Provide first-line support for customer queries and complaints.
Strengthen customer relationships through proactive engagement.
4. CRM Management
Enter and update customer data in the CRM system.
Ensure customer information is accurate and complete.
Log actions taken and follow-up requirements after each interaction.
5. Needs Clarification
Interview customers using a structured sales script.
Clarify customer requirements and identify suitable solutions.
6. Renewals
Provide service that encourages customers to renew products/services.
Assist with renewal processes and customer retention efforts.
7. Compliance & Quality
Follow internal policies and regulatory codes.
Adhere to mandatory procedures to ensure quality and compliance.
8. Personal Capability Building
Participate in training and development programs.
Improve technical and process skills through coaching and learning.
Skills Required
Customer Service Excellence
Consultative Selling
Customer Complaint Management
Customer Relationship Management (CRM) Software
Data Management & Reporting
Digital Consumer Engagement
Identifying Sales Opportunities
Upselling & Cross-selling
Strong Communication and Interpersonal Skills
Competencies
Action Oriented
Customer Focus
Decision Quality
Communicates Effectively
Ensures Accountability
Instills Trust
Interpersonal Savvy
Nimble Learning
Minimum Education
NQF Level 3
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.