Outbound Consultant - DWTS (Sandton-based) at Discovery Limited

Role Description

• The Outbound Consultant plays a key role in the Wills & Trust department by engaging prospective and existing clients through outbound calls. The primary responsibility is to call clients referred to the department and introduce the company’s Wills and Trust services, qualify client needs, and secure appointments for Testamentary Consultants. This role requires professionalism, strong communication skills, and the ability to build rapport quickly over the phone. The Outbound Consultant must maintain a professional and client-centric approach at all times, ensuring a positive first impression of the company.

Key Outputs / Job Responsibilities

• Prioritise and conduct outbound calls to prospective and existing clients regarding Wills, Trusts, and related estate planning services.
• Qualify leads and determines client suitability or readiness for specialist consultations.
• Secure and schedule appointments with Testamentary Consultant, ensuring diaries are well managed.
• Accurately capture and update client information on the Lead Management System (LMS).
• Follow compliance requirements and adhere to financial services regulations and internal policies.
• Meet daily/weekly/monthly call- and booking targets.
• Provide feedback on client interactions and highlight any trends or recurring client concerns.

Impact made by role:

• Client qualification: Deciding whether a client meets the basic criteria (interest, need, or eligibility) before directing them to a Testamentary Specialist.
• Booking management: Choosing appropriate time slots based on client availability and specialist diaries.
• Communication approach: Adjusting tone, script, and objection-handling strategies depending on the client’s responses and source of the lead
• Prioritisation: Deciding which leads to contact first (e.g., based on urgency, source, or system allocation).
• Escalation: Determining when to escalate client queries or concerns to a specialist or manager instead of handling directly.
• Client Experience: Often the first point of contact, shaping the client’s perception of the company’s professionalism and care.
• Revenue Generation: Directly influences the number and quality of appointments booked, which drives new business and departmental targets.
• Operational Efficiency: By accurately capturing client details and scheduling effectively, the role supports smooth workflow for specialists and reduces wasted time.
• Compliance & Risk Management: Ensures leads are contacted and documented in line with financial services regulations, minimizing reputational and regulatory risk.
• Team Success: Supports the department’s overall performance by meeting booking targets and maintaining high-quality lead conversions.

 Job / Role Requirements

Work Experience

Required

• Previous experience in outbound calling, telemarketing, or client booking roles
• Preferred (would be advantageous)
• Experience in the Financial Services Industry

Education / Qualifications / Accreditations with Professional Body

Education / Qualifications Required

• Matric/Grade12

Technical Skills or Knowledge

Required

Skills

Level

• Excellent verbal communication and listening skills
• Relationship building
• Organising and time management
• Deadline driven
• Attention to detail
• Target-driven with resilience to work in a fast-paced, outbound calling environment.
• MS Office