Discovery Bank Careers – Service Consultant Talent Pool

Website Discovery Limited

Job Description:

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

Job Responsibilities:

  • Process credit control requests, relating, for example to: forced debits and premium arrangements, in line with set processes
  • 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
  • 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)
  • Adhere to a strict work shift and maintain punctuality
  • Maintain accurate details of all queries
  • Take ownership and assist clients to resolve unattended or escalated queries and complaints within service level agreements
  • Build strong relationships with clients and brokers to understand and resolve their needs
  • Continually stay abreast of SLAs (Service Level Agreements), TAT and TWT (Today’s Work Today) targets
  • Conduct yourself in a polite and professional manner
  • Be open to participate in adhoc tasks
  • 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.
  • Perform all required administrative functions to required standards and deadlines

Job Requirements:

  • Certificate in Call Centre operations
  • Intermediate proficiency on the full MS Office suite
  • Basic knowledge of call centre operations
  • Good administration skills along with good attention to detail
  • At least 6 months of working experience in an admin related role.
  • At least 6 months of working experience in a call centre environment within the financial services / insurance industry
  • Matric (minimum C symbol pass advantageous)
  • Excellent verbal and written communication skills
  • At least 6 months of working experience in an inbound call centre environment within the Life Insurance industry
  • High tolerance for stress
  • Basic understanding of Discovery Life products, processes and systems

Job Details:

Company: Discovery Limited

Vacancy Type: Full Time

Job Location: Johannesburg, Gauteng, SA

Application Deadline: N/A

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