Discovery Connect Escalations Consultant JHB at Discovery Limited

Job Description

• Assisting clients with queries and servicing requests on their policies within the required SLA
• Managing all queries through to resolution
• Co-ordination of own administration
• Maintaining accurate details and statistics of all queries
• Resolve highly escalated queries swiftly and efficiently
• Provide feedback to business regarding the nature and root cause of escalations
• Working according to set targets
• Communicating outcomes to complainants verbally and in writing
• Identifying and proposing solutions to process and service related failures
• Building and establishing relationships at all levels with external partners and internal departments to facilitate expeditious resolution of queries

Key purpose

• Assisting the Relations Specialists in resolution of escalated complaints and queries.

Key Outputs

• The successful applicant will be responsible for but not limited to the following broad job functions:
• Resolution (telephonically, via e-mail/letter and on a face to face basis) of escalated complaints and queries in a professional manner that is consistent with Discovery's philosophies and values.
• Listening to pre-recorded calls to determine the content of telephonic conversations when assessing the validity of a query.
• Keeping accurate and comprehensive stats on a daily, weekly and monthly basis to determine service failure trends and recurring problems. Identifying and proposing solutions and improvements to processes and procedures to prevent the problems from recurring.
• Build and establish relationships at all levels with external partners and internal departments (including franchises, Brokers and Members) so as to ensure that timeous resolutions are found to any problems that may arise.
• A thorough understanding of the relevant Discovery Insure, Health, Life, Vitality and Discovery Card   products.
• Liaising internally with the staff and management of the relevant departments within Discovery Holdings.

Personal attributes and skills

• Have sales ability and be persuasive
• Be friendly, sincere ,confident ,courteous and positive
• Be self-managed
• Have excellent administration skills and be extremely organized
• Have the ability to deal with change
• Be able to maintain confidentiality
• Have excellent  telephone skills
• Have excellent verbal and written communication skills
• Be self-motivated and pro-active
• Be able to prioritize , work under pressure and manage deadlines
• Be a team player
• Be resilient
• Be service orientated and customer focused
• Be results driven
• Conflict management skills

Qualification & Experience

• Matric
• Excellent English and Afrikaans spoken would be beneficial
• Good Excel and Word skills
• NQF 4 or 5
• 30 + FAIS Credits
• RE5
• 1yr + Experience in Client Services or Escalations