Service Consultant - Talent Pool (KZN)

Discovery Life

About Discovery

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

About Discovery Life

Discovery Life is an ever growing fast-paced and dynamic environment that provides innovative risk assurance to individual clients. This environment thrives on customer engagement and customer experience as well as mutually beneficial relationships with our brokers and other stakeholders. It is important for our employees to provide a world class service to our internal and external clients, thereby ensuring long and sustainable relationships

Key Purpose

The primary function of this role is to effectively provide ongoing support to external clients by providing high quality levels.

Areas of responsibility may include but not limited to

• Assist clients, in an inbound call centre environment, to resolve a variety of different queries, relating, for example to: Client-specific policy details, Policy information, Product information etc.
• Conduct yourself in a polite and professional manner
• Log and manage inquiries by providing ongoing feedback to clients and following up on unresolved issues (via calls and/or emails) (automated or via the Consultant)
• Process changes, relating, for example to: Amendment of bank details/switch to cash or stop order payer, Beneficiary updates, Personal details, in line with the data integrity process
• Process credit control requests, relating, for example to: forced debits and premium arrangements, in line with set processes
• Take ownership and assist clients to resolve unattended or escalated queries and complaints within service level agreements
• Maintain accurate details of all queries
• Perform all required administrative functions to required standards and deadlines
• Continually stay abreast of SLAs (Service Level Agreements), TAT and TWT (Today’s Work Today) targets
• Build strong relationships with clients and brokers to understand and resolve their needs
• Be open to participate in adhoc tasks
• Adhere to a strict work shift and maintain punctuality
• Be willing to learn new skills when the business requires

Education and Experience

Essential:

• Matric (minimum C symbol pass advantageous)

Advantageous:

• At least 6 months of working experience in a call centre environment within the financial services /insurance industry
• At least 6 months of working experience in an inbound call centre environment within the Life Insurance industry
• At least 6 months of working experience in an admin related role.
• Certificate in Call Centre operations

Technical Skills and Knowledge

Essential:

• Basic knowledge of call centre operations
• Intermediate proficiency on the full MS Office suite
• Excellent verbal and written communication skills
• Time management skills
• Good administration skills along with good attention to detail

Advantageous:

• Basic understanding of Discovery Life products, processes and systems
• High tolerance for stress

EMPLOYMENT EQUITY

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.