Retention Officer 1 at Old Mutual South Africa

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Job Description

This role delivers client service by taking inbound calls and making outbound calls in adherence to procedural, productivity and quality standards, across many products and processes.

  • Support the execution of retention initiatives. Deals with clients via telephone in adherence to procedural, productivity and quality standards.
  • Strong support role involving sharing information and convincing client of appropriate course of action for resolution of queries.
  • Exercises persuasive skills in guiding clients towards a solution.
  • Takes inbound or makes outbound calls, effecting outbound calls in accordance with predetermined schedule.
  • Finalises calls at point of contact where possible.
  • May escalate more complex queries appropriately.
  • May act as mentor to less experienced Agents.
  • Fully multi-skilled across products and processes.
  • May be required to stand in in support role (i.e Skills Coach) in absence of support staff.


  • May act as mentor to less experienced agents.

Client Service Delivery:

  • Deals with clients queries via telephone in adherence with productivity standards.
  • Takes inbound calls and shares relevant information.
  • Guides client and convinces client of appropriate course of action if necessary.
  • Finalises call at point of contact where possible.
  • Ensures that more complex queries are escalated appropriately.
  • Makes outbound calls in accordance with predetermined schedules.

Personal Effectiveness:

  • Accountable for service delivery through own efforts.
  • Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months.
  • Makes increased contributions by broadening individual skills.
  • Collaborates effectively with others to achieve personal results.
  • Accepts and lives the company values.

Quality Assurance:

  • Handles all queries in adherence with procedural and quality standards.

Qualifications And Experience

  • Bachelor’s Degree in Business Administration or its equivalent
  • Experience in a client serving role is an added advantage


  • Innovative and Analytical
  • Collaboration
  • Execution
  • Initiating Action/Proactive
  • Customer Relations/Relationship Management

Method of Application

Submit your CV and Application on Company Website : Click Here Closing Date : 11 Feb. 2021
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