Servicing Administrator

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

Job summary

Discovery Limited invites applications for a Servicing Administrator to manage email queries, calls and policy changes for external clients and their admin teams. You will collaboratively meet targets and coordinate with franchises to ensure high-quality service.

The role requires strong customer service, excellent communication skills, and willingness to travel within Gauteng. Previous call centre experience in financial services is advantageous.

Qualifications

• Matric with strong time management and communication skills.
• 2–3 years’ administrative experience in financial services / insurance.
• At least 1 year in a call centre within insurance / financial services.

Responsibilities

• Respond to email queries, calls and policy change requests from external clients and their admin teams.
• Meet daily targets as part of a collective effort.
• Liaise with Franchises to deliver quality customer service.
• Answer calls on the call centre line and manage servicing requests.
• Build and maintain long-term relationships with external clients and brokers.
• Schedule monthly meetings with Brokers and Franchises, in person or virtual.
• Travel locally within Gauteng as required.
• Investigate and resolve complaints and escalations.
• Provide training to Brokers/Franchises based on experience.

Skills

Time management

Customer service

Verbal communication

Written communication

Call centre experience

Education

Matric

Job description

About Discovery

Discovery Life

Servicing Administrator

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

Essential:

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)

Essential:

Technical Skills and Knowledge

• Good time Management skills
• Excellent customer service ability
• Excellent verbal and written communication skills

Advantageous:

• Good understanding of Discovery Life products, processes and systems
• Proficient in Afrikaans

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.