Fresh Jobs at Discovery Limited

Key Purpose

• The Funeral Distribution team will have a total Sales Manager complement of 12 in various regions and the role of the Office Administrator would be to provide support to the sales team as well as manage operations and admin functions within each branch or office for the division.

Areas of responsibility may include but not limited to

• To QA all submitted business
• To assist with the capturing of new business and claims, follow up on outstanding requirements with SLA
• To compile and action work based on the daily, weekly and monthly reports
• To assist the Sales Manager
• Collaborate with all business areas
• Monitor office efficiencies
• Service financial advisers and serve as a conduit between the manager and business
• Compile and present monthly team reports
• Ensure all on-boarding occurs within set SLAs
• Receive and service walk in clients
• Serve as a liaison to Discovery
• To answer the phone and manage office functions. To serve as a frontline administrator and receptionist for walk in clients
• To assist the Sales Manager with insights and trend analyses

Competencies

• Attention to Detail
• Planning and Organizing and workflow management
• Customer service orientation
• Coping and dealing with Pressure
• Good verbal and written communication skills
• Relationship building skills
• Results orientation
• Assertiveness
• Positive attitude
• Time management skills
• Multi-task on multiple projects

Education and Experience

• Matric
• Experience in the Financial Services Industry
• Knowledge and understanding of Funeral Plans

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Key Purpose

• To manage and maintain service levels & customer satisfaction through quality customer interactions

Areas of responsibility may include but not limited to:

• Develop, coach & motivate a team to excel in performance and service delivery
• Create and manage a functional channel for the resolution of queries and escalated queries according to agree upon SLA's
• Drive changes in current service strategy
• Deal with clients at a member, employer and broker level on a written, telephonic and face to face basis
• Responsible for the performance management of staff
• Ensure continual communication between management and staff
• Build the team and identify talent
• Handle the administrative functions required
• Identify quality issues and take corrective steps by actioning quality trends and producing reports
• Relationship building with internal clients to achieve objectives
• Quality audits on all information
• Ensure the area is operationally sound at all times and meet efficiency levels as agreed
• Able to multitask and meet allocated deadlines daily
• Drive results and solutions through the team
• Acting Manager with irate members when face to face, written or telephonic

Personal Attributes and Skills

• Excellent verbal and numeric communication skills
• Service Orientated
• Quality driven
• People-focused
• Attention to detail
• Interpersonal Skills
• Leadership skills
• Problem solving skills
• Decision making skills
• Stress tolerance
• Client focus
• Organisational awareness

Education and Experience

Education:

• 12 Months Discovery Health call centre experience

Advantageous

• B.Com or related degree
• Exposure to Team Leader functions
   

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Key purpose

• Conduct Outbound and Inbound telephonic Conservation to existing Discovery clients, who have requested cancelation of their Discovery products.

Key Outputs

The successful applicant will be responsible for but not limited to the following broad job functions:

• Conduct outbound and inbound telephonic Conservation to existing Discovery client’s, who have requested cancelation of their Discovery policies with the goal of convincing clients to retain their policies with Discovery.
• Ensure that all FAIS requirements (FNA,ROA and Statutory notices) are completed during conservation calls.
• Ensure that monthly conservation targets are met.
• Proactively determine the client‘s needs and have the ability to re-sell product to members.
• Proactively evaluate interactions with clients providing dazzling service at all times to internal and external clients
• Ensuring that customers concerns are addressed and resolved by the relevant areas
• Keep accurate statistics on all calls, contacts and clients spoken to and the report findings to management
• Ensure that all administrative changes are done timeously, followed through on and monitored

Personal attributes and skills

• Have sales ability and be persuasive
• Be friendly, sincere ,confident ,courteous and positive
• Be self-managed
• Have excellent administration skills and be extremely organized
• Have the ability to deal with change
• Be able to maintain confidentiality
• Have excellent telephone skills
• Have excellent verbal and written communication skills
• Be self-motivated and pro-active
• Be able to prioritize , work under pressure and manage deadlines
• Be a team player
• Be resilient
• Be service orientated and customer focused
• Be results driven

Qualification & Experience

• Matric
• At least 2-3 years’ experience in a Life, Health or short term Assurance sales position and/ or Outbound Telesales environment (Essential)
• 2-3 year Conservation experience or telesales experience
• Excellent English and Afrikaans spoken would be beneficial
• FAIS accreditation – NQF 4 or 5 FAIS credits (Required)
• Regulatory exams (Required)
• Good Excel and Word skills

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Job Description

• Identifying sales opportunities
• Answering inbound calls timeously and making required outbound calls
• Co-ordination of own administration
• Identifying sales opportunities
• Maintaining accurate details and statistics of all queries

Key purpose

• This position is based in the Discovery Connect Sales call centre, and reports to the sales team leader.
• The successful individual will be required to conduct Discovery Insure telesales.

Key Outputs

The successful individual will be required to perform on, but not limited to the following key outputs:

• Achieve Insure Sales target
• Communication to members telephonically via fax and email
• Attending to general administration
• Conduct Financial Needs Analysis
• Achieve quality target
• Overcome objections
• Adhering to service level agreements

Personal attributes and skills

The successful individual will be required to demonstrate the following competencies:

• Target Driven
• Team Player
• Goal orientated
• Self motivated
• Ability to perform under pressure
• Adapt to change
• Persuasiveness
• Resilience/Tenacity
• Sound Time Management
• Self managed
• Attention to detail
• Ability to learn quickly and apply knowledge
• Speak fluently (accent neutral) English/Afrikaans

Qualification & Experience

• Matric
• At least 2 years sales experience, preferably in an outbound telesales environment
• Minimum 2 years short-term product knowledge, Discovery Insure Knowledge is an advantage
• PC literacy, email, word, excel
• Tertiary qualification an advantage
• NQF5 and RE5 qualification
   

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Key Purpose of the role

• The primary function of this role is to effectively and efficiently manage and grow relationships between Discovery Life and all stakeholders i.e. both internal and external clients.  Ensure that quality service is delivered to these Stakeholders.   

Areas of responsibility may include but not limited to

• Implementing and monitoring the KAM strategy
• Build Broker and Employer relationships
• Collating statical information from the operation team to analyze and formulate discussions with KAM clients on trends and client overview
• Creating Employer engagements/collaborative reports and presentations
• Support the KAM Interventions team through creation of integration content and trends
• Acquire KAM new installations, broker changes and benefit enhancements packages and present to Brokers and Clients in person to ensure effective understanding of the product and internal administrative processes.
• Formulating process improvements and review from broker and client feedback
• Effective product presentations and enhancements to existing KAM clients.
• Present and communicate pre-renewals and renewals annually to existing clients.
• Query resolution for clients in credit control due to non-payment.
• Manage the relationship with internal and external clients/brokers with respect to escalations, queries and complaints.
• Ensure access to web training content.  Train Clients on how to benefit from our web offerings and functionality.
• Build and maintain client relationships through monthly meetings to retain clients.
• Manage the re-broke process to ensure retention of existing clients
• Managing Complaints and Escalations of clients to ensure high levels of service are adhered to
• Assist with staff development, coaching and training where possible to optimize staff performance i.e. ito of product knowledge
• Manage projects
• Analyze processes to identify risks and opportunities for enhancements or innovations to continuously improve business outputs
• Ensuring all risks are mitigated and escalated, this includes the identification of fraudulent activity and non-disclosure
• Providing effective, efficient, and professional service to all our clients, both telephonically and through written correspondence and client visits
• Responding to queries ensuring they are resolved timeously and effectively.
• Client meetings

Personal Attributes and Skills     
The successful candidate must demonstrate the following competencies:

• Self-starter with a high attention to detail and be able to multi-task
• Good at follow through
• Exceptional ability to communicate written and orally
• Problem solving and solution focused
• Analytical – interpretation
• Building relationships
• Coping with pressure (deadlines)
• Time-Management and Organizational Skills
• Must be team orientated, willing to assist other team members in the office
• Compassion: will be working with people who are sometimes in dire situations or going through difficult transitions. Must be compassionate to their situation and working with them in a positive way
• Outstanding customer service skills
• Willing to do client and broker visits

Education and Experience

• NQF Level 6 or equivalent qualification
• 5 years and more Client Relationship Management Experience-Essential
• Employee Benefits-Group Risk Product and Operations knowledge and experience-Essential
• Employee Benefits Medical Assessor Experience-Recommended