Service Consultant at Discovery Limited

Key Purpose

• We are looking for a Service Consultant within our niche and specialised Invest International business. Seeking a candidate who is client centric with a passion for customer service and who embrace our core purpose and values through every interaction

Responsibilities

• Updating callers on the progress of the instructions and providing accurate feedback on all instructions
• Providing feedback to callers on general investment information related to Global Products and Invest International processes
• Explaining the onboarding and servicing business rules and product rules
• Meeting and exceeding the IQS standards on the call centre objectives and Discovery standards
• Dealing with multiple telephonic queries from Investors, brokers and franchises on all Global products
• Query management: Ensure completion of all queries and final feedback / resolution provided to the initiator of the query
• Dealing with queries focusing on client satisfaction and client retention outcomes
• Routing queries to the correct departments or teams for adequate resolution and taking ownership of the query until resolved
• Accurate and timeous logging of all interactions on the applicable workflow system
• Achievement of product and soft skills knowledge targets
• Complete all mandatory training completely and timeously
• Adhere to risk and compliance requirements and ensure strict adherence to Guernsey regulation
• Responsible handling of administrative tasks, including keeping accurate, detailed stats of all queries, communication and correspondence
• Ability to provide timeous and quality feedback to direct line manager, Compliance or respective parties
• Utilizing all the Discovery systems required for all calls, queries and correspondence

Personal Attributes and Skills

• Service orientated and client centric; thrives on offering the best service to all clients
• The ability to work positively with people in a team environment
• The ability to display respect for the views and contributions of others
• Excellent verbal and written communication skills
• The ability to be supportive, empathetic however been diplomatic and assertive at the same time
• The ability to consult with others and share information and expertise with others
• Express opinions, information and key points of a discussion clearly
• Responds quickly to the needs of their callers and to the reactions and feedback of callers
• The ability to deliver results and exceed customer expectations
• Focus on customer needs and satisfaction
• Maintains high level of quality and productivity
• Works in a systematic, methodical and organised manner
• Consistently achieves objective and goals
• Adaptive to change; Resilient and embraces change
• Patient and objective
• Accepts new ideas and change initiates
• Adapts interpersonal style to situational circumstances
• Displays an interest in new experiences
• Rapidly learns new tasks and commits information to memory quickly
• Demonstrates an immediate understanding of newly presented information
• Gathers comprehensive information to support decision making
• Maintains a positive outlook and fosters positivity in the environment
• Focuses productively in a pressurized environment
• Keeps emotions under control during difficult situations
• Open to constructive feedback and learns from it
• Balances work and personal life
• Professional, Self-Motivated and pro-active
• Be able to prioritise work, under pressure and manage deadlines
• Willing to work overtime when required to meet the business needs

Education and Experience

• Matric
• Working experience within a LISP would be advantageous
• BComm Degree with specialization in financial management / investment management / business management / economics (or similar qualification)
• Computer literacy: Proficient in MS Office (essential)
• Basic mathematical skills