Job Summary

• The Call Centre Care Agent is responsible for managing all incoming calls to the Old Mutual.

Key Tasks And Responsibilities

• Always answer incoming telephone calls into the Call Center in a professional manner. Provides information to customers via Old Mutual approved resources. Completes accurate and timely documentation of all services provided to callers. Assist clients with I-invest Account activation & Pin Resets Escalate / liaise with other teams on any issues which require further consultation.   Support the branches and front office team. Normal Call center duties. E.g., carrying out customer surveys, social media, and email management. Performs all other tasks as assigned by the line Manager. Retrieval and sharing of ad hoc statements in line with the OM confidentiality guidelines. Research required information using available resources. Handle and resolve and document complaints. Provide customers with product and service information in line with OM confidentiality guidelines.

Qualifications & Experience & Competencies

• Basic level of proficiency with Windows based applications such as MS Office, Excel, Word
• Proficient ability to analyse data and develop recommendations
• Strong verbal and written communication skills
• Maintains a professional/customer service focus at all times.

Skills and competencies

• 2+ months professional experience in an office setting using the telephone and computer as primary instruments to perform the job duties
• Business related degree
• At least one year insurance experience
• Progress in Professional qualification in insurance e.g., ACII, COP preferred.
• Knowledge in customer service principles and practices
• Knowledge of call Centre telephony and technology

Qualifications & Experience

•  At least 1 year experience

Educational Requirement

•  Bachelor’s Degree in a business-related field

Closing Date – 23 May 2023

Job Description

• The Information Centre Care Agent is responsible for managing all incoming calls to the Old Mutual 24/7 Contact Centre.

ROLES AND REPOSNSIBILITIES

• Efficient & timely claim registration & pending claim documentation follow-up
• Assessor appointment, Windscreen claims processing, Issuance of Courtesy car
• Service provider invoice settlement
• Provide 24/7 support on road rescue.
• Evaluate all new claims and ensure reserves are up to date and appropriate service providers are put in place.
• Manage customer complaints, feedbacks, and communication.
• Provide claims status updates.
• Resolve minor claims complaints.
• Always answer incoming telephone calls into the Call Center in a professional manner.
• Escalate / liaise with other teams on any issues which require further consultation.
• Normal Call center duties. E.g., carrying out customer surveys, social media, email management.
• Performs all other tasks as assigned by the Call Center Manager
• Provide customers with product and service information.

Competences

• Basic level of proficiency with Windows based applications such as MS Office, Excel, Word
• Proficient ability to analyse data and develop recommendations.
• Strong verbal and written communication skills
• Always maintains a professional/customer service focus.
• Analytical Thinking, Claims Communication, Constructive Feedback, Customer Follow-Ups, Customer Service, People Management, Professional Etiquette, Quality Assurance (QA)

Skills and competencies 

• Availability to work any both day and night shifts.
• 1+ years Call Center experience.
• 2+ months professional experience in an office setting using the telephone and computer as primary instruments to perform the job duties.
• Degree/ Diploma in Nursing/Medicine
• Progress in Professional qualification in insurance e.g., ACII, COP preferred.
• Experience working in the Insurance industry preferred

Closing Date – 25 May 2023

Job Description

• The Call Centre Care Agent is responsible for managing all incoming calls to the Old Mutual.

Roles & Responsibilities

• Efficient & timely claim registration & pending claim documentation follow-up
• Assessor appointment, Windscreen claims processing, Issuance of Courtesy car
• Service provider invoice settlement
• Provide 24/7 support on road rescue.
• Evaluate all new claims and ensure reserves are up to date and appropriate service providers are put in place.
• Manage customer complaints, feedbacks, and communication.
• Provide claims status updates.
• Resolve minor claims complaints.
• Always answer incoming telephone calls into the Call Center in a professional manner.
• Escalate / liaise with other teams on any issues which require further consultation.
• Normal Call center duties. E.g., carrying out customer surveys, social media, email management.
• Performs all other tasks as assigned by the Call Center Manager
• Provide customers with product and service information

Qualifications & Experience

• Basic level of proficiency with Windows based applications such as MS Office, Excel, Word
• Proficient ability to analyse data and develop recommendations.
• Strong verbal and written communication skills
• Always maintains a professional/customer service focus.
• Analytical Thinking, Claims Communication, Constructive Feedback, Customer Follow-Ups, Customer Service, People Management, Professional Etiquette, Quality Assurance (QA)

Skills and competencies 

• Availability to work any both day and night shifts.
• 1+ years Call Center experience.
• 2+ months professional experience in an office setting using the telephone and computer as primary instruments to perform the job duties.
• Business related degree
• Progress in Professional qualification in insurance e.g., ACII, COP preferred.
• Experience working in the Insurance industry preferred.

Closing Date – 25 May 2023

Job Description

• To ensure that all Third Party Recovery matters are attended to promptly and in a professional manner by initiating the recovery process and where appropriate appointing Old Mutual’s external Advocates to commence recovery process in Court.

KEY ROLES AND RESPONSIBILITIES

• Attend to legal claims correspondence and act appropriately and promptly to facilitate expeditious legal claims processing.
• Appoint service providers and monitor their performance for effective service delivery
• Pursue recovery from third parties and ensure prompt conclusion of all recovery matters so as to reduce the final cost of the claim.
• Guide/assist the legal clerk in the legal payment processing to facilitate timely payment of legal claims.
• Determine and set correct reserves and regularly revise them to reflect correct position of the company liability at any given time.
• Identify and pursue third party claims that can be settled out of court so as to reduce claim costs.
• Assist in providing legal opinions on technical issues to assist in making  legally sound decisions

KNOWLEDGE & EXPERIENCE

Qualifications:

• Degree in Law
• Admission to the bar as an advocate of the High Court of Kenya.

Experience: 

• One year’s experience in handling Third Party Recovery matters after admission to the Bar.

SKILLS & COMPETENCIES

• Strong Analytical skills
• Good communication skills
• Strong negotiation skills

​​​​​​​Closing Date – 25 May 2023