Internship: Servicing Administrator

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

About Invest

Launched in 2007, Discovery Invest offers the full range of investment products for any client need, providing access to our top performing range of Discovery funds as well as a wide selection of leading local and international fund managers. Recently, Discovery Invest launched a unique offshore offering to enable South African investors unparalleled ease in accessing international investment opportunities. Discovery Invest is seeking to leverage the shared-value model to promote financial health and freedom for millions of South Africans. Through unique behavioural incentives and benefits, we reward clients for positive investment behaviour with extra investment returns. Discovery Invest is the only shared value investment platform in the country maximizing client outcomes before and after retirement. It is important for our employees to provide world class service to our internal and external clients, thereby ensuring long and sustainable relationships.

Key Purpose

 The main purpose of this role is the administration of all Discovery Invest products, including but not limited to payments and handling telephonic queries from policyholders, financial advisors and franchises.

Areas of responsibility may include but not limited to:

• Administration of all Discovery Invest products
• Handling telephonic queries from policyholders, financial advisors and franchises
• Liaising with clients and franchise in obtaining outstanding requirements
• Relationship building with financial advisors and internal and external colleagues /clients
• Statistics of workloads to ensure that daily targets are met
• Ensure that all standard operating procedures and business rules are adhered to.
• Assisting with testing and system implementations

Responsibilities

• All claims received before 10am daily need to have been processed before the 12:30pm batch run
• All calls to be answered within 20 seconds of ringing (before 3rd ring)
• Resolve and respond to all queries received via e-mail and or pool from Brokers, Franchises and third parties with consent.
• Answer inbound calls from clients, brokers, franchises and third parties
• Verify all calls received (excluding ERM’s)
• All escalated claims to be captured and sent for authorizing.
• All Pinpoint Alerts to be read daily
• Close all fixed and resolved QC
• Lunch Breaks to not exceed allocated time
• Refer to the schedule for breaks
• All fixes are logged on QC
• Paradigm notes to be updated for all work done on the respective case
• Back up for the Maturities Team
• Adhere to queries and call SLA daily
• Maintain low error rate (rejections, fixes and QA)

Education and Experience

• Matric
• Degree - Advan

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.