Jobs at Discovery Limited

Key Purpose

• The primary purpose of the team is, where there’s exceptions, to ensure accurate, timely, and compliant processing of cashback rewards across the Vitality program. The team also oversees critical billing functions, conducts quality assurance, and supports operational reporting.

Areas of responsibility may include but not limited to

• Proactively manage inefficiencies with system calculations
• Administration of cashback and reward queries related to Vitality, Discovery Card and Discovery Bank
• Solve for service/financial failures to drive business improvement by engaging with management and correcting the underlying issues.
• First time resolution of queries through the ability to analyse numerical data and all other sources of information, and trend where necessary
• Providing superior customer service to internal/external stakeholders
• Payment management associated with adjustments/cashbacks

Competencies & Personal Attributes

• Knowledge of Vitality rewards
• Writes and speaks clearly, convincingly and in a well-structured and logical way
• Initiates and generates activity and introduces changes to work processes through an immediate understanding of newly presented information
• Demonstrates an understanding of different organisational departments and functions
• Manages time effectively and performs against deadlines
• Sets high standards for quality, quantity, accuracy and productivity to achieve project goals
• Works productively in a pressurised environment with strong analytical and problem-solving abilities
• Takes initiative and works under own direction
• Integrity, Honesty and Fairness
• Capable of working in a high paced, pressured environment with strong analytical and problem-solving abilities

Education and Experience

• Matric
• At least 1 year experience in customer service or administrative role
• Paradigm knowledge

Essential

• Excellent MS Office skills
• Knowledge of Discovery Vitality, Discovery Card and Discovery Bank Rewards
• Solid knowledge of accounting principles
• Finance Administration experience

Advantageous

• Intermediate Excel skills
• 12 months working experience in Vitality/Card
• Completed or working towards completing a tertiary qualification in Accounting/Finance

go to method of application »

Key Purpose

• To call for requirements considering medical, financial, territorial and vocational risks of new and existing business. To support dedicated Key Distribution partners..

 Areas of responsibility may include but not limited to:

• To analyse applications and to call for requirements considering medical, financial, territorial and vocational risks of new and existing business.
• To support key distribution partners and to ensure that all partners get superior customer service.
• To deal with escalations and to check that underwriting rules and policies have been applied.
• To ensure that the thought process used in order to underwrite a particular case is synopsised so that other underwriters can understand the thought process.
•  Applying necessary guidelines to ensure correct risk rating is applied to new and existing business.
• To liaise with all internal and external clients regarding risk applied or policies that are deferred/declined.
• To attending to enquires which would include written, telephonic, emailed or face-to face.

Personal Attributes and Skills

• Deciding and initiating action
• Applying Expertise and Technology
• Analysing
• Delivering Results and Meeting Customer Expectations
• Adhering to Principles and Values
• Persuading and influencing
• Coping with extreme pressure and setbacks
• Presenting and Communicating Information

Experience and Educational Requirements:

• Matric/Grade 12 is essential
• Medical Diploma is advantageous
• 3 years’ experience in a financial Industry

Knowledge:

• Understanding VitalityLife products Advanced
• Financial Principles and Interpretation Basic
• Understanding VitalityLife Systems (SAM, Paradigm, AWD) Advanced
• UK specific insurance legislation Intermediate
• Medical Conditions Intermediate
• Understanding of Risk Management & Risk Assessment Intermediate

Skills:

• Computer literacy (MS word, Excel) Intermediate
• Communication skills (verbal & written) Intermediate
• Decision making / Independent thinking Intermediate
• Analysis of Information Intermediate

go to method of application »

Key Purpose

• Assumes accountability and resolution of escalated queries and complaints from Intermediaries, Employers, and Members (telephonically, via e-mail/letter and on face-to-face basis).

Areas of responsibility may include but not limited to

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

• Resolution of escalations and complaints (telephonically, via e-mail/letter and on face-to-face basis) of escalated complaints from Intermediaries, Employers and Members.), including those received via Wellness Advisers (WAs) and Corporate Service Managers (CSMs).
• Troubleshooting, meeting with irate clients and managing difficult situations on all levels (Intermediaries, Employers, and Members)
• Reach out to at-risk clients and provide basic emotional support.
• Keeping accurate and comprehensive stats on a daily, weekly and monthly basis to determine service failure trends and recurring problems.
• Identifying the proposing solutions to process and service-related failures.  Build and establish relationships at all levels with external partners and internal departments to ensure that timeous resolutions are found to any problem that might arise
• Attend meetings and give training on request
• Support role to the corporate service manager and Wellness Advisors
• Compiling and drafting of reports and letters
• Analysing and summarizing reports and providing feedback to Management
• Market drives and other projects as and when required
• Facilitate member training and employer helpdesk sessions upon request.
• Attend meetings and deliver training sessions as required.

Personal Attributes and Skills

• Strong Intra & interpersonal skills
• Professional written and verbal communication
• Must be able to work with targets and deadlines, strong work ethic
• Positive outlook and internally motivated
• Compassion and an interest in mental health
• Customer focus
• Analytical and reporting skills
• Personal learning and Priority setting

Education and Experience

The following requirements are essential:

• 12 Months Discovery Health experience with regards to client/employer interaction with experience in dealing with escalated queries (telephonic/email)
• Have thorough knowledge of Discovery’s products, systems and processes
• Be proficient in English (writing, reading, speaking)
• Experience as a Senior contact centre consultant/Service Specialist
• Performance of 100% or above to be achieved over six months

The following requirements will be advantageous: 

• Clinical/Medical knowledge
• Extensive Paradigm knowledge
• Outlook, Word & Excel knowledge
• Bilingual