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  • Front Desk/ Client Service Assistant at Old Mutual Plc

  • Posted on: 16 November, 2018 Deadline: 30 November, 2018
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  • Old Mutual Nigeria consists of a Life Assurance and General Insurance business and provides a wide spectrum of insurance solutions tailored to meet unique individual and corporate clients' circumstances.

    Front Desk/ Client Service Assistant


    REF: 1146/NIGE/AA/Front Desk/ Client Service Assistant/Lagos/151118
    Location: Lagos
    Contract: Temporary / Contract
    Available: ASAP
    Category: Insurance    
    Offer: Market Related

    Key Focus:

    • This role is individually accountable for assisting a variety of clients telephonically, electronically or face to face, in accordance with business, process and compliance rules.


    • Provides telephonic and face-to-face service to Customers and intermediaries at the front office.
    • Delivers on daily production standards and adheres to service and quality standards.
    • Assists Customers and visitors at the front office with their enquiries / queries.

    Key Result Areas
    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 client servicing results at the front office
    • Accepts and lives the company values.

    Relationship Building:

    • Maintains relationships with relevant departments.
    • Builds and maintains good relationships with Customers and Visitors at the front office.
    • Manages Customer relationships in person or telephonically.
    • Handles Customer complaints efficiently at the front office and escalates to the relevant resolver group if not resolved within agreed timelines.

    Quality Assurance:

    • Performs quality checks on own work.
    • Adheres to service and quality standards
    • Adheres to business, process and compliance rules.
    • Captures correctly customer enquiries, requests and complaints on the relevant spreadsheets.

    Client Service Delivery:

    • Provides telephonic and face-to-face service to customers and intermediaries.
    • Delivers on daily production standards.
    • Informs clients of requirements and procedures for their claims, part-withdrawals or surrender process.
    • Assists to guide Customers on the process required for claims, new business and refunds.
    • Performs general office administration such as booking for meetings, calls and also follow-up on outstanding customer request / enquiry.
    • Refers Customer surrender / cancellation requests to the retention team.
    • Refers Customer requests to the Client Service Consultant in the Branch.


    • Adheres to business, process and compliance rules.

    Minimum Requirements
    Experience & Skills:

    • Bachelor's degree (as a minimum).
    • Minimum 1 year work experience.
    • I.T proficiency (good knowledge of MS packages )
    • Very good communication skills (verbal and written)
    • Must have a passion for Customer service
    • Great interpersonal skills
    • Knowledge of Administrative functions.

    Method of Application

    Use the link(s) below to apply on company website.

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