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Quality Specialist - S37C Death Claims

Quality Specialist - S37C Death Claims

Old Mutual South AfricaCape Town, Western Cape, South Africa
1 day ago
Job description

Quality Specialist - S37C Death Claims

Join to apply for the Quality Specialist - S37C Death Claims role at Old Mutual South Africa.

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

  • Provide a positive service experience by being helpful, sensitive and responsive to customer, adviser and / or Fund needs.
  • Manage and respond to escalations and complaints.
  • Provide coaching and / or training in adherence to procedural, productivity and quality standards.
  • Provide specialist product and service knowledge and support.

Be based in Cape Town.

Main Activities of the Job

  • This role functions as a subject matter expert in a specific field of administration, product, process and systems linked to retail retirement funds e.g. Section 37C Death Claims, Superfund and S14 Transfers Retirement, Withdrawals and transfers.
  • Provide advanced product / service information and respond to complex questions about the process / requirements.
  • Record and process custom / escalated requests that may require personal oversight and / or additional resources for delivery and coordinate with those teams as required.
  • Act as a point of escalation and respond to more advanced escalations or complaints promptly and appropriately including those from regulatory bodies.
  • Ensure escalations and the recording thereof is in adherence to the OM Complaints Policy.
  • Provide approvals as required and support to management in decision making.
  • Develop and maintain procedural documentation e.g. Standard Operating Procedures (SOPs).
  • Assess administration compliance against procedures and standards and provide feedback.
  • Provide expert or technical training and act as a coach for specialist staff.
  • Provide input to team members quality ratings and development plans.
  • Identify trends and provide input to process improvements, risks or non‑compliances and enhancements.
  • May fulfil an SME role for specialist or project deliveries.
  • Maintain an understanding of regulations and industry practices through ongoing education and reviewing of regulatory updates.
  • Manage process and / or regulatory change into the team.

    • Minimum Qualifications

  • Matric or equivalent NQF level 4 qualification.
  • A minimum of 5 years working in a retail retirement fund environment.
  • Excellent communication (Verbal & Written) skills.
  • Proficient use of MS suite of products for analysis, record keeping and report writing.
  • Experience working with Old Mutual workflow and product admin systems.

    • Additional Qualifications (Preferred)

  • Specialist knowledge and experience related to Section 14 Transfers In and Out.
  • Experience working in a call centre environment.
  • Experience coaching and developing others.

    • Skills

  • Action Planning
  • Change Management
  • Data Analysis
  • Data Compilation
  • Evaluating Information
  • Executing Plans
  • Legal Practices
  • Policies & Procedures
  • Presenting Solutions
  • QA Methodologies
  • Regulatory Compliance Management
  • Report Review

    • Competencies

  • Communicates Effectively
  • Courage
  • Directs Work
  • Ensures Accountability
  • Instills Trust
  • Manages Complexity
  • Optimizes Work Processes
  • Tech Savvy

    • Education

  • NQF Level 4 - Grade 12, School leaving Certificate, National or Occupational Certificate or equivalent.

    • Closing Date

    05 November 2025, 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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    Quality Specialist • Cape Town, Western Cape, South Africa