Servicing Administrator

Discovery Limited; Sandton; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Discovery Life in Gauteng is seeking a diligent Administrative Specialist to join the client services team. You will respond to email and phone queries, process policy changes, and coordinate servicing with brokers and franchises.

The role requires Matric, 2-3 years in financial services admin, and at least 1 year in a call centre within insurance. Travel to Gauteng may be required to meet with stakeholders.

Qualifications

• Matric and 2-3 years in an administrative role in the financial services industry.
• At least 1 year of experience in a call centre role within the insurance/financial services industry.
• 2-3 years of working experience in Discovery Life Client Services or an administrative role in Discovery Consulting Services (DCS) is advantageous.

Responsibilities

• Respond to client queries and process changes to provide high quality service.
• Liaise with Franchises to provide quality customer service and answer calls.
• Schedule monthly face-to-face or virtual meetings with Brokers/Franchises.
• Investigate and resolve complaints and escalations.
• Willingness to undertake business travel in Gauteng.

Skills

Customer service

Verbal communication

Written communication

Education

Matric

Job description

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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 respond and handle e-mail queries, calls and policy change requests from external clients and their admin teams/offices to provide high quality levels.

Areas of responsibility may include but not limited to

• Ensure daily individual targets are met as a collective to reach daily TWT (today's work today)
• Comprehensively respond to client queries and process changes in order to provide high quality service
• Liaising with Franchises to provide quality customer service
• Answer calls to the call centre line
• Managing servicing quote requests from Franchises in line with daily TWT (today's work today)
• Responsible for building and maintaining a long terms relationship with external clients (DCS, DFC, and Brokers) and admin to encourage collaborative culture.
• Scheduling monthly face to face or virtual meetings with Brokers/ Franchises etc
• Willingness to undertake business travel in Gauteng
• Investigate and resolve complaints and escalations
• Provide training to the Brokers/Franchises based on experience

Education and Experience

• Matric
• 2 - 3 years' of working experience within an administrative role in the financial services / insurance industry
• At least 1 years of experience in a call centre role within the insurance/financial services industry

Advantageous:

• At least 1 year of exposure to a servicing related role (i.e. basic servicing)
• 2 - 3 years of working experience within Discovery Life Client Services or an administrative role in Discovery Consulting Services (DCS)

Technical Skills and Knowledge

• Excellent customer service ability
• Excellent verbal and written communication skills

Advantageous:

• Good understanding of Discovery Life products, processes and systems

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.