Purple Select Servicing - Executive Consultant (Talent Pool)Business Unit: Discovery Insure
Function: Client Service
Date: 10 Sep 2024
About DiscoveryDiscovery'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.
The company employs over 1,000 people who are committed to putting our customers and financial advisers first by providing unique and innovative solutions and cover.
Key PurposeTo provide world-class service to all Discovery Insure Purple customers and brokers by responding to servicing requests, escalations, complaints, call-back requests, emails, queries, etc. in the Purple Select environment. To enhance and maintain the relationship between Discovery Insure, our brokers, and customers, specifically relating to the Purple product.
Areas of ResponsibilityFinancial advice to brokers and clients on the Purple product in support of decision-making processesBuilding, enhancing, and maintaining relationships with Discovery Insure customers and brokersDealing with queries from dissatisfied customers and brokersTurning service failures into complimentsInvestigating and reverting to clients and brokers on all Vitality Drive queriesMaintaining a 100% today's-work-today (TWT) and service level agreement (SLA) on escalations and work-poolsLiaising with other departments and stakeholders to get queries resolvedEducating and coaching clients and brokers on correct processes and systems to facilitate ease of self-servicingProviding feedback to Product Coach of any updates of reports and SOPs as requiredComprehensive knowledge of all standards, systems, and processes applicable in respect of the client and broker service delivery function as it relates to Purple clientsPersonal Attributes and SkillsDelivering results and meeting customer expectations1st call resolution at all timesTakes initiative and works under own directionAdaptable to team environmentEasily establishes good relationships with customers, brokers, and colleaguesResponds quickly to the needs of customers, brokers, and colleaguesProbes for further information for greater understanding of a problemSets high standards for quality and quantityWorks productively in a pressurized environmentFollows company policies and proceduresStrongly customer service-focusedExcellent verbal and written communication skills with an ability to influence, convince and negotiate effectivelyEducation and ExperienceMatric (Essential)Class of business certificate (Advantageous)Continuous Professional Development (CPD) certificate (Essential and/or Advantageous)Discovery Insure call centre experience (Advantageous)Comprehensive understanding of the Short-term Insurance personal lines products (Essential)Discovery Insure product knowledge (Advantageous)Degree (Advantageous)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.
#J-18808-Ljbffr
