Funeral Policy Administrator (Senior) at Discovery Limited

Job Purpose

• The primary purpose of the role is to administer Discovery Life funeral policies and leverage the outsource business partner relationship to deliver excellent service to our clients. This also requires building working relationships with other stakeholders in the Discovery Distribution environment and other role-players to meet client expectations and internal control objectives.. 

Key responsibilities

• Monitor the performance of the outsource business partner and collaborate with them to achieve business objectives and service excellence.
• Build successful relationships with office managers in distribution (DCS/ DFC/ DCDS) and office administrators in the DFA Funeral distribution channel to extend the reach of administration.
• Build successful relationships with office administrators and sales managers on the Mass Market distribution channel.
• Implement, manage and account for service delivery functions (including credit control, Servicing, client communications, refunds, complaints handling/ monitoring, etc.)  that lie within Discovery Life.
• Document business processes (SOPs) and project plans.
• Provide and facilitate training and support to appropriate stakeholders.
• Coach team members to ensure their continuous development.
• Resolve escalated issues timeously and ensure corrective steps are taken to prevent further recurrence. Continuously improve business processes.

Essential and Advantageous Requirements:
Experience

• Completed Matric (Grade 12) - Essential
• Computer skills: Microsoft Word; Excel; Email at an intermediate level - Essential
• 2-3 years associate specialist or team leader experience - Essential
• Certificate in Financial Planning - Advantageous
• Tertiary qualification (degree/ diploma) - Advantageous

Skills

• Communication (both verbal and written)
• Facilitation
• Relationship building and maintenance
• Decision making
• Problem solving
• Analytic
• Action oriented