Service Consultant - Travel Insurance (DTI) at Discovery Limited

Key Purpose

The DTI call centre consultant will be responsible for fielding and returning travel insurance calls within the mandated SLA. The candidate will be required to assist with general travel insurance queries/inquiries, aid clients in completing offline sales, troubleshoot problems, provide information, handle complaints and redirect calls appropriately. 

Areas of responsibility may include but not limited to

• Answering incoming calls professionally and respond to customer inquiries (all channels).
• Handling and resolving customer complaints regarding the travel insurance product.
• Following up with complicated policyholder calls where required and escalate priority issues.
• Providing policyholders with general product and organizational information.
• Assist clients with the processing of sales through the DTI app / web.
• Re-routing of inbound calls when and if required.
• Completing call notes (wrap-up codes) and call reports as necessary and updating them in the DTI customer service platform.
• Recording details of comments, inquiries, complaints, and actions taken.
• Assisting with logging and reserving the claim on the appropriate admin systems.
• Assisting with claim assessment in line with the approved policy wording
• Complaints resolution pertaining to the travel insurance product and complaints escalation when required.

Competencies

• Values Driven
• Optimistic
• Resilient
• Instils Trust
• People Savvy
• Drives Results
• Problem Solver

Skills

• Knowledge of travel insurance
• Previous call center experience
• Queries, complaints, and service handling in an inbound call centre

Qualification

• Matric
• NQF Level 4 - Full qualification as set by regulation
• RE5: Representative

Experience

• 1 – 2 years of inbound call centre experience
• 2 – 3 years experience working within the  insurance industry
• Travel insurance experience is advantageous
• Personal lines / travel insurance claims experience is advantageous