Client Service Coordinator at Discovery Limited

About the Job

Key Purpose

• The primary function of this role is to deliver the Discovery standard of professional, effective and efficient customer service.
• The role requires that the quality of service exceeds customer expectations and establishes constructive relationships with the client base whilst dealing with complex queries and providing accurate product information in line with standards and protocols.

Areas of Responsibility may Include but not Limited to

• Providing support to the Service consultants when they out of office.
• Responding to all queries, issues and problems raised internally and externally and via email correspondence.
• Comprehensively understand and investigate complaints relating to policy, protocol, and benefits.
• Monitoring of the Renewal letters checking that the letters are accurate before the Service consultant sends them out.
• Loading of benefit enhancements and quotes on the quoting system.
• Maintaining the renewal and benefit enhancement list.
• Managing of the Red Alerts list (Employer groups that needs attention).
• Keeping accurate and comprehensive stats on a daily, weekly, and monthly basis.
• Sending of Admin, Boosts and Claims reports to the Brokers and Employers.
• Building and establishing relationships at all levels with external partners and internal
• departments to facilitate expeditious resolution of queries.
• Keeping abreast of Discovery Employee Benefits schemes and in-house products, protocols, and policies. Data analysis and reporting to various stakeholder.
• Assisting in checking of the new business documents and capturing the data on the system.
• Compiling Amin report, Summary of benefits.
• Assisting with tracking action items based on minutes from meetings.

Personal Attributes

• High Sense of urgency and understanding of efficient and effective client service
• High EQ
• Excellent communication skills, verbal and written
• Action orientated
• Career Ambition
• Strong Interpersonal skills
• Customer focus
• Peer relationships
• Takes initiative
• Decision making
• Ability to work independently and within a team environment
• Problem solving
• Judgement

Education and Experience

• Matric
• Knowledge of Employee Benefits (Retirement Schemes & Group Risk schemes), Discovery in-house products and protocols (advantageous)
• 2 years’ admin experience
• Track record of client interaction
• Intermediate computer literacy in Microsoft Office
• Employee Benefit experience (advantageous).