Purple Select Servicing - Executive Consultant (Talent Pool) at Discovery Limited

Key Purpose

• To provide world class service to all Discovery Insure Purple customers and brokers of Purple customers 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 responsibility may include but not limited to

• Financial advice to brokers and clients on the Purple product in support of decision-making processes
• Building, enhancing, and maintaining relationships with Discovery Insure customers and brokers
• To deal with queries from dissatisfied customers and brokers
• Turn service failures into compliments
• Investigating and reverting to clients and brokers on all Vitality Drive queries
• Maintain a 100% today’s-work-today (TWT) and service level agreement (SLA) on escalations and work-pools
• Liaising with other departments and stakeholders to get queries resolved
• Educate and coach clients and brokers on correct process and systems to facilitate ease of self-servicing
• Provide feedback to Product Coach of any updates of reports and SOPs as required
• Comprehensive knowledge of all standards, systems, and processes applicable in respect of the client and broker service delivery function as it relates to Purple clients

Personal Attributes and Skills               

• Delivering results and meeting customer expectations
• 1st call resolution at all times
• Takes initiative and works under own direction
• Makes quick and clear decisions
• Adaptable to team environment
• Easily establishes good relationships with customers, brokers, and colleagues
• Responds quickly to the needs of customers, brokers, and colleagues
• Probes for further information for greater understanding of a problem
• Manages time effectively
• Sets high standards for quality and quantity
• Works productively in a pressurized environment
• Follows company policies and procedures
• Strongly customer service-focused
• Excellent verbal and written communication skills with an ability to influence, convince and negotiate effectively

Education and Experience

• Matric (Essential)
• FAIS Complaint - FAIS Credits - full qualification (Essential)
• RE 5 qualification (Essential)
• Class of business certificate (Advantageous)
• Continuous Professional Development (CPD) certificate (Essential and/or Advantageous)
• 4 years’ cumulative call centre experience in the client and/or broker servicing departments (Essential)
• Discovery Insure call centre experience (Advantageous)
• Comprehensive understanding of the Short-term Insurance personal lines products (Essential)
• Discovery Insure product knowledge (Advantageous)
• Degree (advantageous)