Discovery Health – Central Operations Service Team

New Business Service Consultant

About Discovery

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 to not only achieve financial success, but to ignite positive and meaningful change within our society.

About the Central Operations Service Team (COST)

The Central Ops Team is a vibrant, diverse, dynamic, and driven team within Health Operations. Its mandate is to be agile, allowing it to quickly assimilate and operationalize new functions and services that require incubation and to curate services that require close links to other specialized teams located in Sandton and Port Elizabeth. It currently comprises of several specialized services including the Executive Office, Social Media Servicing, Health Underwriting, Conservation, Non-Disclosure, and most recently the Informa team which are situated in Sandton. Our ECP team comprises of back-office services which include New Business, GAP, Data Capture and Employee Health Solutions.

Key Purpose

• To answer inbound calls, make outbound calls, resolve queries in real time from Franchises, Brokers and the public in line with Service Level Agreements.
• To manage administration

Areas of responsibility may include but not limited to

As a service consultant, you may be required to work in both the inbound and outbound call centre.

This would entail

• To professionally resolve inbound queries from Franchises, Brokers and the public according to the required procedures and within agreed SLA’s
• To ensure that queries which are unable to be resolved immediately are followed up and resolved with the agreed SLA
• Answering inbound calls timeously
• Dealing with email queries where necessary
• Making outbound calls to brokers and members to request for further information that is outstanding for their applications
• Calling members back timeously to provide comprehensive feedback on queries
• Keeping stakeholders informed with regards to queries through to resolution
• Maintaining accurate details of all queries
• Data capturing
• Coordinating individual and team administration
• Ad-hoc functions where required
• To keep abreast of product knowledge through continued professional development and learning

Personal Attributes and Skills

• Excellent numerical and verbal ability
• Exceptional communication skills – predominantly listening skills i.e. identifying the problem
• Assertiveness, combined with patience and tolerance
• Pro-active problem solver, showing initiative
• Good time management skills
• Professionalism
• Attention to detail

Behavioural Competencies

• Delivering Results and Customer Excellence
• Adaptability and Resilience
• Problem Solving and Analytical Thinking 
• Customer Relationship Building 
• Persuasion and Influence
• Ownership and Proactive Action

Education and Experience

Minimum

• At least 6 months client services experience (back office/client facing)
• Matric
• Excellent verbal and numeracy skills
• Excellent communication skills (verbal and written), and comprehension of the English language
• Computer literacy in the following:
• MS Outlook
• MS Excel
• MS Word

Advantageous

• 1 year Discovery Health experience
• 6 months New Business Product experience
• 6 months call centre experience
• Relevant Board qualification
• FAIS accredited

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.