Latest Jobs at Discovery Limited

Key Purpose

• The Administration of transfers i.e. Section 14 & Section 50 transfers from Discovery’s platform to other Insurers/Companies

Objectives of this role

• Processing of transfers out (Section 50, Section 14 )  from Discovery’s platform to other Insurers/ Companies within the set SLA’s and in accordance to legislation.
• Handling telephonic and email queries from policy holders, financial advisors, franchises and other Insures/Companies

Responsibilities

• Processing of Section 14 and Section 50 transfers out.
• Requesting and following up on all outstanding documents with external companies, financial advisors, franchises and client’s
• Dealing with queries via email and taking of inbound calls with a possibility of outbound calls also.
• Dealing with escalations and ensuring that recovery on service failures are resolved timeously.
• Relationship building with financial advisors and internal and external colleagues.
• Monitoring of the task list to ensure all cases are within the agreed Service Level Agreements.
• Assisting with testing and system implementations
• Ensure that quality standards are met at all times.

 Competencies

• Quality orientation/attention to detail
• Customer service orientation
• Coping and dealing with pressure
• Good communication skills (verbal and written)
• Relationship building skills
• Results orientation
• Time management skills

Education and Experience

• Matric with minimum 2 years Linked Investment Service Provider (LISP) experience.
• Knowledge and understanding of Long-Term Insurance Act and Pension Fund Act on Section 50 and Section 14 transfers.
• Knowledge and understanding of Retirement Products
• LISP (Linked Investment Service Provider) administration experience.

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Key Purpose

• We are looking for Service Consultants who are client centric  with a passion for customer service and who embrace our core purpose and and values through every interaction.

Areas of responsibility may include but not limited to

• Dealing with multiple telephonic queries from Investors brokers and franchises
• Dealing with queries through to resolution
• Dealing with queries focussing on client satisfaction and client retention outcomes
• Accurate logging of all interactions
• Achievement of product and soft skills knowledge targets
• Adhere to risk and compliance requirements
• Updating callers on the progress of their requests
• Ensuring that callers receive service in line with Discovery Standards
• Responsible handling of administrative tasks, including keeping accurate, detailed stats of all queries and correspondence
• Accurate record keeping and quality feedback to direct line manager
• Routing queries to the correct departments or teams for adequate resolution
• Utilising all the Discovery systems required for all calls, queries and correspondence

Personal Attributes and Skills

• The ability to work positively with people in a team environment
• The ability to display respect for the views and contributions of others
• Display empathy
• Good listening skills
• The ability to be supportive, caring and interest
• The ability to consult with others and share information and expertise with others
• Speak fluently
• Express opinions, information and key points of a discussion clearly
• Responds quickly to the needs of their callers and to the reactions and feedback of callers
• The ability to deliver results and exceed customer expectations
• Focus on customer needs and satisfaction
• Sets high standards for quality integrated with quantity
• Monitors, maintains quality and productivity
• Works in a systematic, methodical and organised manner
• Consistently achieves objective and goals
• Adaptive to change
• Patient and objective
• Accepts new ideas and change initiates
• Adapts interpersonal style to situational circumstances
• Displays an interest in new experiences
• Rapidly learns new tasks and commits information to memory quickly
• Demonstrates an immediate understanding of newly presented information
• Gathers comprehensive information to support decision making
• Maintains a positive outlook
• Focuses productively in a pressurised environment
• Keeps emotions under control during difficult situations
• Open to constructive feedback and learns from it
• Balances work and personal life
• Excellent verbal and communication skills
• Self-Motivated and pro-active
• Be able to prioritise work, under pressure and manage deadlines
•  professional at all times
• A Team player
• resilient
• Service orientated and client centric
• Results driven

Education and Experience

• Matric
• A minimum of 2 years Call Centre experience
• A minimum of 1 years’ experience within the financial services industry
• Working experience within a LISP would be advantageous
• Related BComm Degree is advantageous
• Computer literacy: Proficient in MS Office (essential)
• Basic mathematical skills
• Broker knowledge and understanding is advantageous

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Key Purpose

• Provide support with all queries including but not limited to Claims investigations, benefit limits, new business, chronic medication and general queries such as explaining policy, protocol and benefit decisions
• Identifying and proposing solutions to processes and service related failures. Building and establishing relationships at all levels to facilitate first time resolution of queries

Key Outputs

• Focuses on customer needs through the resolution of queries
• Scrutinizes numerical data, verbal data and all other sources of information so as to ensure a thorough investigation into queries presented and produces workable solutions to a range of problems.
• Presenting and communicating information effectively so as to ensure clear understanding and buy-in
• Establishes good relationships with customers and staff (both internally and externally) to wide and effective networks. Gains clear agreement and commitment from others by persuading, convincing and negotiating.
• Resolve highly escalated queries swiftly and efficiently
• Coordinating own and team’s administration
• Ability to draft written responses of an excellent and consistently professional standard in English, occasionally subject to executive and legal scrutiny

Competencies

Behavioral Competencies

• Action orientated
• Being open and receptive to feedback and change
• Deciding and initiating action
• Ethics and Values
• Managing diverse relationships
• Adapting to change
• Communication and writing skills
• Ability to work independently
• Meeting and exceeding customer expectations

Skills

• Time Management
• Verbal and written communication
• Problem solving skills
• Presentation skills
• Relating to others

Qualifications & Experience

Essential

• Matric
• MS Office Knowledge
• Minimum of  24 months Face-to-face customer service experience

Advantageous

• Relevant tertiary qualification
• Must be able to speak an African language
• Medical Scheme Industry knowledge and Medical Scheme’s Act knowledge
• Drivers license