Current Openings at Discovery Limited

    
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