Job Description

Let's Write Africa's Story Together!

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

This role applies expert knowledge in the administration of medical accounts. Responsibilities include ensuring compliance and addressing technical challenges of an operational nature. The role is individually accountable for delivering accurate and timely outcomes through own efforts.

To support the Medical Fees teams in resolving outstanding queries and processing payments efficiently and accurately and improving client turnaround times. The incumbents will integrate quickly through focused processes and will contribute to benefit follow-ups as required.

Operational Delivery

• Manages daily operational (customer service and administrative) delivery within specified time standards.

• Liaises with customers, advisors and external third-party providers both telephonically and via email.

Personal Effectiveness

• Accepts and lives the company values.

• Accountable for service delivery through own efforts and efforts of others.

• Collaborates effectively with others to achieve personal results.

• 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.

Quality Assurance

• Adheres to service and quality standards.

• Performs quality checks on own work.

Specific Key Results Areas

• Process and resolve payment-related queries end-to-end within service levels (SLA), including intake, triage, investigation, reconciliation, and closure.

• Clear ageing cases and maintain audit-ready case files, with consistent, accurate case notes and evidence.

• Engage stakeholders (internal teams, external providers, clients) professionally to obtain information and resolve blockers.

• Update and manage workflow systems (BIZAGI, BANCS, CMOS, EMS, Outlook) with disciplined task management.

• Adhere to quality.

• Support follow-ups.

• Comply with governance: POPIA, data accuracy, records management, and readiness for audit and compliance checks.

Role Requirements: Qualifications and Experience required

• Matric essential

• Post matric qualification will be advantageous

• Old Mutual administrative experience of 1- 2 year will be advantageous

• In depth knowledge of PF, MFC and Customer products and processes will be advantageous

• 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

Competency

• Excellent verbal and written communication – read, interpret, and respond to queries promptly and professionally

• Technical Knowledge (Bancs/Bizagi/CMOS)

• Ability to work under pressure and adapt to a changing environment.

• High attention to detail and accuracy

• Good judgment and proactive problem-solving

• Team-oriented with strong interpersonal skills.

• Deadline-driven and results-focused.

• Ability to process information and provide clear, structured feedback

• Ownership

Skills

• Numerical accuracy and reconciliation skills (allocations, variances, and balancing).

• Critical thinking and anticipation – question assumptions, identify next steps, and pre-empt issues.

• SLA discipline and throughput management – prioritize effectively in high-volume environments.

• Case management excellence – clean case notes, evidence trails, and audit-ready documentation.

• Stakeholder engagement – professional, empathetic, and clear communication.

• Quality assurance compliance – “first-time-right” mindset.

• Governance and confidentiality – strict adherence to POPIA and internal

Education

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

Follows standardised processes and provides administrative support in line with normal business functioning.
Delivers on daily production standards and adheres to service and quality standards.
Provides an indirect service to customers and intermediates.
Responds to immediate requirements within procedure.
Uses standard administrative techniques to co ordinate own work.
Product and process knowledge in different areas may differ but basic skills remain the same.
Moderate (intermediate) to high level of technical knowledge.
Partially multi skilled across product and process relevant to the business area.

Skills

Action Planning, Client Management, Computer Literacy, Database Administration, Desktop Publishing (DTP), Executing Plans, Management Reporting, Network Administration, Numerical Aptitude, Office Systems, Oral Communications, Policies & Procedures, Report Review, Resource Scheduling

Competencies

CollaboratesCommunicates EffectivelyDrives ResultsEnsures AccountabilityPlans and AlignsTech Savvy

Education

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

Closing Date

21 August 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.

The Old Mutual Story!