Imagine a world where people live healthier, more enhanced and protected lives… A world in which each organisation is a powerful influencer and responsible corporate citizen, committed to being a force for social good. As a leading innovator in healthcare, wellness, insurance, investments, financial and life planning, Discovery works ceaselessly to...
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The job may include all or a few of the below key outputs
- To take the printed matter and to collate this by adding relevant documents required by business rule.
- To place the collated document into an envelope and to seal the envelope.
- To distribute the sealed envelope according to the correct business rule e.g. by post, courier or delivery.
- To receive items from both internal and external parties which need to be collected or distributed into the business via the internal mail channel.
- To occasionally telephone recipients to come and collect items from the desk when they are fragile.
- To print Membership Cards for members on request.
- To either deliver or e-mail requested documents to the appropriate person.
- Receive correspondence via mail or delivery
- To apply the appropriate business rules to the identified document.
- Receive correspondence via mail or delivery
- To identify documents received according to the type of document.
- To capture statistics
- To perform spot checks on prepped work
Competencies
- Initiates and generates activity.
- Manages time effectively.
- Monitors performance against deadlines and milestones.
- Works in a systematic, methodical and orderly way.
- Follows procedures and policies.
- Keeps to schedules.
- Arrives punctually for work and meetings.
- Works productively in a high-pressure environment
- Good understanding of English
- Attention to detail
Qualifications & Experience
The following are essential requirements:
- Matric with a C symbol in English Good Communication skills.
- Good command of the English language Computer Literacy: o MS Excel o MS Outlook o MS Word
- Good knowledge of Paradigm
- Able to work quickly and accurately in order to meet targets.
The following are advantageous requirements:
- Previous DH experience Previous administrative experience (At least 6 months)
- 6 months Data capturing experiencing
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Areas of responsibility may include but not limited to
- Leads, coaches and supervises a specialised client service team.
- Provides updates reports to management.
- Presents new enhancements at forums.
- Networks and builds relationships.
- Delivers results and meets customers’ expectations.
- Facilitates team outputs and delivery ensuring the highest standard of delivery.
- Coordinates projects for team and business and leads project meetings when required.
- Drives operational deliveries and maintains efficiencies within the team.
Education and Experience (Preferred/Optional)
- Bachelor’s degree that demonstrates a numerical capability – Required
- Special Conditions
- Shift work may be mandatory
Work Experience
- At least 3 - 5 years working experience in a call centre environment
- Including 2-3 years experience in Banking
- 2-3 years Management experience as an advantage
Special Requirements
- Knowledge of Discovery Bank systems and the servicing
- Advanced level of Microsoft Office
- High level command of English language
- Advanced writing skills
- Detail orientated (organized and systematic)
- Persuasion skills
- Ability to prioritize
- Deadline driven
- Ability to be assertive in difficult situations
- Resilient
- Time management and planning
- Able to work under pressure
- Stress management
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Personal Attributes and skills:
- Strong Customer focus
- Networking skills
- Able to work autonomously.
- Strong Planning and organisational skills
Experience Required:
- NQF 5 industry recognized qualification (minimum of 120 credits)
- RE 5 (preferrable but not essential)
- No previous financial planning experience necessary but will be beneficial.
Important Information about the Role:
- Own vehicle essential
- Full product training & financial planning training offered.
- Ongoing support and assistance from business development managers.
- Be willing to be part of a team
- Training allowance offered during first two months.
- Commission only & incentives paid on targets reached.
- Full employee benefits – group life, income protection & pension / provident offered.
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Areas of responsibility may include but not limited to
- Navigate the client experience through our digital platforms and share the Discovery value offering
- Provide comprehensive information on all Discovery products and benefits
- Assist clients in understanding and getting the most value from their Discovery products through integration
- Create interest in Discovery products
- Willing to work retail hours, weekends and public holidays
- Represent the Discovery Store at fitness events outside of working hours
- Navigate the Discovery environment to facilitate the best client support
- Understand the business and operational processes behind products, and give constructive feedback and suggestions on enhancements
- Educate members on how to manage their Discovery products digitally
- Manage and host events within the store environment
- Fulfill administrative duties within the store
- Execute targeted store projects and campaigns
Competencies
- A proven track record of face-to-face customer experience
- A developed level of organisation
- Exceptional communication skills
- Good emotional intelligence
- A passion for customer service
- Must be adaptable to change
- Must enjoy interacting with people
- Must be a team player
- Great time management skills
Education and Experience
- Minimum 3-year undergraduate
- Post graduate qualification in marketing is advantageous
- Relevant financial services industry experience is advantageous
- Discovery work experience (Advantageous)
- Sales and client services experience
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Areas of responsibility may include but are not limited to
- Provide full technical and training support on:
- Product
- Processes
- Insure Operating Platforms
- Technical system queries
- Provide assistance with escalated enquiries
- Assume accountability for first time resolution of escalated queries across administration, claims and new business platforms
- Assist with the reporting on all areas of the business
- Discuss loss ratios, lapse ratios, claims, service and administration and product matters in regular meetings with Franchise Directors, Business Executives and other related parties
- Escalate any trends in the business that may impact sales to the Head of Intermediary Services and other relevant business heads
- Set up a reoccurring visitation calendar and visit client offices, Business Consultants and brokers in line with the visitation calendar
- Driving and attaining production targets
Personal Attributes and Skills
- Values Driven
- Optimistic
- Learns on the Fly
- Resilient
- Instils Trust
- People Savvy
- Drives Results
- Problem Solver
- Deciding and initiating action
- Leading and Supervising
- Persuading and Influencing
- Presenting and Communicating information
- Analyzing
- Formulating Strategies and Concepts
- Planning, Time management and Organizing
- Adapting and Responding to Change
Education and Experience
- Related tertiary qualification (Advantageous)
- DI Product knowledge
- Processes
- Operating Platforms
- Short-term Insurance Industry
- Technology relevant to Insure Business
- Microsoft office
Required:
- Matric
- Short term FAIS accreditation (Essential)
- Regulatory Exams (Essential)
- Minimum 5 years working experience within the short-term industry, both within personal and commercial lines.
- Valid Driver's License
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Areas of responsibility may include but not limited to
- Operate mainly in the office (may be required to visit a provider offsite)
- Taking calls and dealing with Discovery Health, Key Care as well as In House related queries from Health Professionals
- Dealing with all queries through to resolution Admin functions (i.e. TWT, CRM assistance as well as ad hoc admin for members)
- Working on Discovery Systems as well as DIScribe Positioning policy and benefit changes
- Assisting with escalated queries from providers and liaising with internal departments for resolution of those cases
- Maintaining acceptable performance in the following areas: TMBR, DPMO, AHT
Personal Attributes and Skills
- Delivering results and meeting customer expectations
- Presenting and communicating information
- Delivering results and meeting customer expectations
- Deciding and initiating action
- Following instructions
- Adapting and responding to change
- Persuading and influencing
- Analyzing
- Adhering to principles and values
Education and Experience
- Matric - Maths/Accounting and English with 50%
- Basic MS Office Knowledge
- Minimum 6 months experience as a Contact Centre Consultant in Customer Services
- Minimum of 6 months Claims Specialist experience
Method of Application
Use the link(s) below to apply on company website.
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