Branch Customer Service Officer

Lets Write Africa's Story Together!Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.Job DescriptionThe Customer Service Officer is responsible for delivering exceptional front-line service to Retail Life and Pensions customers by responding to inquiries, resolving issues, and guiding clients throughout the policy lifecycle. The role supports policyholders, intermediaries, and internal teams in ensuring a positive customer experience and contributes to business retention through effective service delivery.1. KEY TASKS AND RESPONSIBILITIESServe as the primary point of contact for walk-in, telephone, and email inquiries from policyholders and intermediaries via the client service mailboxRespond promptly and accurately to customer inquiries, ensuring high standards of service deliveryHandle customer requests including policy status updates, premium queries, beneficiary updates, and product informationLiaise with internal departments such as underwriting, claims, and policy maintenance to resolve service issues and follow through on client requestsEducate customers on self-service tools and support adoption of digital platformsCapture and update client information accurately in the CRM and policy administration systemsLog, escalate, and follow through on complaints in line with the complaints management frameworkSupport client retention efforts through proactive customer engagement and follow-upEnsure adherence to turnaround times (TATs) and service level agreements (SLAs) to deliver consistent customer experienceEnsure full compliance with applicable laws, regulatory requirements, and internal controls, including OSHA standards and required permits and licensesProvide support during service campaigns, product launches, and customer satisfaction surveysEnsure all client interactions are handled in compliance with internal policies and external regulations including the Insurance Act, Data Protection Act...