Discovery Bank Careers – Service Consultant Talent Pool

Job Description:

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

• 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

Apply Here

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