Internship: Insurance Agent at Discovery Limited

About the Job

Key Purpose

• The successful applicant will be responsible for dealing with operations functions within the client servicing area (claims, call centre and technical credit control).

Areas of responsibility may include but not limited to

• Answering inbound / outbound calls timeously providing satisfaction to Discovery Life policy holders.
• Responding to inbound / outbound correspondence, accurately, thoroughly and timeously.
• Managing all queries through to resolution
• Co-ordination of own administration
• Maintaining accurate details and statistics of all queries
• Providing product information to all Discovery Life clients in line with standards and protocols
• Ownership and accountability of all telephonic and written queries
• Processing online service quotes
• Processing service changes/claims admin over billing periods
• Ensuring resolution to first time queries
• Adhere to standard operating procedures and appropriate policies to ensure compliance
• Responsible for claim payment processing
• Implement testing plan / procedure as required to ensure enhancements to support the business is done accurately.
• Sourcing data, investigating billing issues
• Dealing with notification failures
• Responsible for refunds, credits and debits of ex-gratia or adhoc process on policies to make sure payments are accounted for.
• Monthly Reporting on work and stats

Personal Attributes and Skills

• Strongly customer service-focused
• Strong verbal and written communication skills with an ability to influence and manage conflict effectively
• Analytical and attentive to detail
• Resourceful problem solver
• Interpersonally agile with excellent relationship building skills
• Systematic and organised with an ability to plan and prioritise effectively
• Resilient with an ability to work under pressure and adapt to change
• Flexible in response to working hours in line with business needs
• Results and deadline-driven
• Quick learner

Education and Experience

• Matric – Essential
• Diploma/Degree in Administrator or related tertiary qualification
• Data analytics qualification – advantageous
• Intermediate Proficiency with MS Office suite (minimum Excel, PowerPoint, Outlook, Word)
• Not more than 1-year Administration experience from vac work or part time work – Advantageous
• A minimum of 6 months Call Centre experience within a financial institution in an inbound environment – Advantageous
• Accounting knowledge – Advantageous
• Ability to operate independently and under pressure, to perform multiple concurrenttasks and responsibilities, and to deal with changing priorities, while maintaining personal effectiveness