Graduate- Multiskilled Consultant (Cape Town)

Old Mutual is on the lookout for ambitious graduates eager to launch their careers within a leading financial services organisation. If you're passionate about contributing to Africa's growth story and possess a strong desire to provide exceptional customer experiences, this Multiskilled Consultant opportunity in Pinelands, Cape Town, could be your ideal stepping stone. This role is designed for individuals who are keen to develop a comprehensive understanding of the financial services landscape while directly impacting customer satisfaction and business success.

About the Role

As a Multiskilled Consultant at Old Mutual, you will be at the forefront of customer engagement, serving as a crucial link between the organisation and its valued clients. Your primary objective will be to deliver a consistently positive and supportive customer experience across various interaction channels. This involves not only addressing immediate customer needs but also proactively identifying opportunities to add value through appropriate product and service recommendations. You will be expected to manage customer queries and cases with efficiency and accuracy, ensuring all interactions align with Old Mutual's commitment to service excellence and procedural standards.

The responsibilities within this dynamic role are diverse and designed to foster a broad skill set:

• **Customer Experience Management:** You will strive to provide a seamless, professional, and customer-centric experience at every touchpoint, aiming for high satisfaction rates and resolving issues effectively on the first contact.
• **Multi-Channel Support:** Offering assistance across a range of products, services, and business units through various communication channels, which may include telephone, email, digital platforms, and potentially face-to-face interactions.
• **Sales and Service Opportunities:** Proactively identifying customer needs and recommending suitable products, services, or solutions that benefit both the customer and Old Mutual's business objectives.
• **Case and Query Management:** Taking ownership of customer cases from their inception through to resolution, ensuring accurate tracking, timely updates, and adherence to service level agreements.
• **Customer Retention:** Building and nurturing long-term relationships with customers by understanding their unique requirements, effectively resolving concerns, and championing initiatives that foster loyalty.
• **Process Improvement:** Identifying recurring customer challenges, inefficiencies in processes, and opportunities to enhance service delivery, providing constructive feedback to management.
• **Quality Assurance:** Maintaining high standards of quality, accuracy, and professionalism in all customer dealings, while consistently meeting productivity targets.
• **Administrative Support:** Accurately completing all necessary administrative tasks within set timeframes, ensuring compliance with operational and regulatory guidelines.
• **Collaboration:** Working effectively with internal teams, business partners, and external service providers to resolve complex customer queries and deliver integrated solutions.
• **Performance Metrics:** Consistently achieving individual and team performance indicators, including service levels, quality scores, customer satisfaction, and sales targets.
• **Risk and Compliance:** Ensuring all customer interactions and transactions adhere strictly to regulatory requirements, company policies, and risk management practices.
• **Knowledge Management:** Staying up-to-date with product updates, process changes, market trends, and regulatory shifts to provide accurate and relevant information to customers.
• **Digital Adoption:** Assisting and educating customers on the utilisation of self-service and digital platforms to enhance accessibility and engagement.
• **Customer Insights:** Capturing and reporting on customer trends, concerns, and feedback to inform business decisions and continuous improvement efforts.
• **Team Participation:** Actively engaging in team meetings, coaching sessions, and knowledge-sharing activities to foster a collaborative and high-performing work environment.
• **Business Area Exposure:** The role may involve providing support across various business areas, such as owner engagement, new business processing, financial changes, claims administration, and technology execution.

What They're Looking For

To excel in this role, candidates should possess a combination of academic qualifications, practical skills, and key competencies:

• A Matriculation certificate is essential.
• A relevant Bachelor's Degree is required.
• Strong verbal and written communication skills are paramount.
• The ability to perform effectively under pressure is necessary.
• A demonstrated ability to work collaboratively within a team.
• Good judgment and effective problem-solving capabilities.
• Proficiency in Microsoft Office Suite and good typing skills.
• Familiarity with Old Mutual's internal systems, such as BANCS, BIZAGI, Outlook, and CMOS, is imperative.

Key competencies include being client-focused, demonstrating initiative, taking ownership, and possessing strong technical knowledge of the relevant systems. Skills in consultative selling, customer complaint and feedback management, customer relationship management (CRM), and understanding customer needs are highly valued. You should also be action-oriented, communicate effectively, ensure accountability, and display interpersonal skills and a capacity for nimble learning.

This position offers an excellent opportunity for graduates to gain invaluable experience in the financial services sector within a reputable organisation like Old Mutual. Roles involving customer service and consultancy in South Africa can vary in remuneration, but typically range from R15,000 to R25,000 per month for entry-level positions, depending on the specific responsibilities and the company's remuneration structure. Old Mutual, being a large established financial institution, offers a structured environment with potential for career progression and further development.

Requirements: Skills, Qualifications and Experience required

• Matric essential

• A Degree

• Excellent verbal and written communication skills

• Ability to work under pressure

• Must be team orientated

• Good judgment and problem-solving skills

• Computer literate i.e. MS Office and good typing skills

• Sound knowledge of Old Mutual systems i.e BANCS, BIZAGI, Outlook, CMOS is imperative

Competencies

• Client Focus

• Gaining Commitment

• Initiating Action

• Ownership

• Technical Knowledge (Bancs/Bizagi/CMOS)

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

Bachelors Degree (B)

Closing Date

22 September 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.

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