Quality jobs in United States

Business Unit: DCM Distribution

Function: Call Center / Contact Center

About Discovery Connect Distribution Services

Discovery Connect uses the world’s foremost lead generation and conversion techniques to deliver the highest quality sales and service for all Discovery’s products. We aim to cover one million lives by 2023 with our extensive product range – from health insurance, long and short-term insurance and investments, to banking and Vitality.

Job Description

The Client Engagement Consultant is responsible for welcoming new clients that have joined the Discovery Bank through Discovery Connect. The consultant will make outbound calls to new joiners to provide the client with more information about the banks products and rewards, help clients navigate the app and assist them with any additional queries. The consultant will be required to position an upsell Bank products to new clients that meet the upsell criteria. The consultant will be required to co-ordinate their own administration and maintain accurate details and statistics of all queries, the role requires employees to be permanently based at the office.

Key Purpose

The key purpose for the consultant is to drive client engagement on the bank product by conducting welcome calls and conservation calls during which they will service any client queries, help the client navigate the bank offering and ensuring that the client is on the correct product based on the client profile.

Key Outcomes may include but are not limited to:

• Perform outbound calls to new clients joining the bank.
• Perform outbound calls to existing client wanting to close their account.
• Communication to members telephonically and via email.
• Position an upsell to clients that meet the criteria.
• Keep accurate statistics of all welcome and conservation calls.
• Attending to general administration requirements of the client.
• Attends to requests from management.
• Escalate and follow up on any queries the team are unable to assist with.
• Ensures that current service level agreements are met.
• Achieve Quality targets set out in as per the DCDS QA criteria requirements

Work Experience Requirements:

• 3 years customer service experience within the service environment

• 2 years sales experience

Education / Qualifications / Accreditations with Professional Body Required:

• FAIS Accredited qualification - Preferred (would be advantageous)

Technical Skills or Knowledge Required

• Excellent written and verbal communication skills in English

• Excellent administration skills

• Writes and speaks fluently, clearly, correctly and convincingly.

• Product knowledge and expertise

Preferred (would be advantageous)

• Able to speak English fluently

Personal Attributes or Competency Profile

Discovery Person

▪ Committed to integrity and ethics in business

▪ Behaves consistently with Discovery Values

▪ Motivated by a positive future

▪ Energised by challenges

• Learns on the Fly:

▪ Embraces the unfamiliar

▪ Experiments to find solutions

▪ Recovers quickly from setbacks

▪ Grows from negative experiences

▪ Follows through on commitments

▪ High EQ with low ego

▪ Energises self and others to achieve

▪ Consistently exceeds goals

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.