Broker Service Consultant - Contact Centre at Discovery Limited

Discovery Business Insurance is the commercial insurance offering of Discovery Insure to be launched in South Africa. Discovery Insure is committed to creating a nation of great drivers. Our commitment is backed up by our innovation and a driving program that really works. Discovery Business insurance will launch to market with unique business attributes as well as an innovative and compelling business insurance solution and are looking for industry experts to be part of a dynamic founding team.

Key Purpose

• Assist brokers with new business queries and/or updates on existing business either telephonically or via correspondence.

Areas of responsibility may include but not limited to

• Assist Brokers with information required regarding policies and benefits
• Activating of quotes and policy changes
• Log escalations to departments for resolution
• Financial advice to Brokers on Commercial product in support of decision making process
• Adhering to Service Level Agreements (SLA), Turnaround time (TAT) and work schedules
• Maintain relationships with Brokers and internal clients

Personal Attributes And Skills

• Deciding and initiating action
• Working with People
• Persuading and influencing
• Presenting and communicating information
• Writing and Reporting
• Planning and Organising
• Delivering results and meeting customer expectations
• Following Instructions and Procedures
• Coping with pressure and setbacks
• Communication skills (verbal and written)
• Conflict handling
• Telephone etiquette
• Administrative skills
• Time management

Education And Experience
Education

• Matric/Grade 12
• FAIS – Minimum credits as required (Personal Lines and Commercial) (Essential)
• RE 5 (Representative) (Essential)
• Short term insurance qualification (IISA designation) (Advantageous)
• Successful candidates who have not completed an IISA designated qualification need to complete this within an agreed time frame

Experience

• Minimum 1 year Inbound Call Centre experience in the Commercial Short Term Insurance industry
• Minimum 1 year Commercial Broker Servicing experience within the Commercial Short Term Insurance industry (essential)