Client Interaction Specialist at Discovery Limited

Key Purpose

• The primary function of this role is to effectively and efficiently manage and grow relationships between Discovery Life and all stakeholders i.e. both internal and external clients.  Ensure that quality service is delivered to these Stakeholders.  

Areas of responsibility may include but not limited to

• Implementing and monitoring Large employer groups(Strategic clients)
• Build Broker and Employer relationships
• Collating statical information from the operation team to analyze and formulate discussions with clients on trends and client overview
• Creating Employer engagements/collaborative reports and presentations
• Acquire new installations, broker changes and benefit enhancements packages and present to Brokers and Clients in person to ensure effective understanding of the product and internal administrative processes.
• Formulating process improvements and review from broker and client feedback
• Effective product presentations and enhancements to existing clients.
• Present and communicate pre-renewals and renewals annually to existing clients.
• Query resolution for clients.
• Manage the relationship with internal and external clients/brokers with respect to escalations, queries and complaints.
• Ensure access to web training content.  Train Clients on how to benefit from our web offerings and functionality.
• Build and maintain client relationships through monthly meetings to retain clients.
• Manage the re-broke process to ensure retention of existing clients.
• Managing Complaints and Escalations of clients to ensure high levels of service are adhered to
• Assist with staff development, coaching and training where possible to optimize staff performance i.e. to of product knowledge
• Manage projects
• Analyze processes to identify risks and opportunities for enhancements or innovations to continuously improve business outputs
• Ensuring all risks are mitigated and escalated, this includes the identification of fraudulent activity and non-disclosure
• Providing effective, efficient, and professional service to all our clients, both telephonically and through written correspondence and client visits
• Responding to queries ensuring they are resolved timeously and effectively.
• Client meetings and minutes.

Personal Attributes

The successful candidate must demonstrate the following competencies:

• Self-starter with a high attention to detail and be able to multi-task
• Good at follow through for resolution.
• Exceptional ability to communicate written and orally
• Problem solving and solution focused
• Analytical – interpretation
• Building relationships
• Coping with pressure (deadlines)
• Time-Management and Organizational Skills
• Must be team orientated, willing to assist other team members in the office
• Compassion: will be working with people who are sometimes in dire situations or going through difficult transitions. Must be compassionate to their situation and working with them in a positive way.
• Outstanding customer service skills
• Willing to do client and broker visits

Education and Experience

• NQF Level 6
• Product and process knowledge
• 5 - 7 years Employee benefits experience
• Intermediate/Advanced excel skills
• NQF level 6