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Imagine a world where people live healthier, more enhanced and protected lives… A world in which each organisation is a powerful influencer and responsible corporate citizen, committed to being a force for social good. As a leading innovator in healthcare, wellness, insurance, investments, financial and life planning, Discovery works ceaselessly to...
Read more about this company
Key Purpose
To attend to applications, incoming e-mails and calls from policyholders, financial advisors, franchises and other companies relating to Legal Transfers. Legal transfers are regarded as Directive 135, Section 14, Divorce Transfers and Death Transfers etc. according to the Pension Funds act, the Long Term Insurance Act, the Taxation Laws amendment act and the Income tax act, notwithstanding any other acts not mention but relevant to the Pension funds.
Meeting minimum volumes required to be completed and taking part in team improvement.
The position is also not limited to what is mentioned above.
Areas of responsibility may include but not limited to
Data capturing and processing of transfer applications within the agreed service levels
Answering inbound calls from all stakeholders within the agreed service levels
Making outbound calls to all stakeholders
All general correspondence including outstanding requirements and queries
Dealing with queries through to resolution
Logging all queries and keeping clients updated with query resolution process
Completing administrative tasks in keeping accurate detailed records of all queries / correspondence
Routing queries to the correct department where relevant
Dealing with irate customers
Service perception survey reporting and feedback
To develop or suggest improvements to processes or systems
To keep up to date of product developments in order to provide advise across various products
Coordinating own and team’s administration
Working according to set targets and ensuring that customer satisfaction is constantly attained
Dealing with escalated calls and queries where the core consultant could not provide first time resolution
Attending to walk-in clients
Assist with system change testing from time to time where applicable
Service level maintenance which may require working late from time to time
Personal Attributes and Skills
Makes prompt, clear decisions, based on knowledge and not giving advice
Takes responsibility for actions and projects
Takes initiative, acts with confidence and works under own direction, Initiates and generates activity
Upholds ethics and values. Demonstrates integrity
Promotes and defends equal opportunities, builds diverse teams
Encourages organisational and individual responsibility towards the community and the environment through our Corporate Social commitments
Establishes good relationships with customers and staff
Builds wide and effective networks of contacts inside and outside the organisation
Relates well to people at all levels
Makes a strong personal impression on others
Gains clear agreement and commitment from others by persuading, convincing and negotiating. Promotes ideas on behalf of self or others
Manages conflict. Makes effective use of political processes to influence and persuade others
Analyses numerical data, verbal data and all other sources of information
Breaks information into component parts, patterns and relationships
Probes for further information or greater understanding of a problem
Makes rational judgements from the available information and analysis
Produces workable solutions to a range of problems. Demonstrates an understanding of how one issue may be a part of a much larger system
Focuses on customer needs and satisfaction
Sets high standards for quality and quantity
Monitors and maintains quality and productivity
Works in a systematic, methodical and orderly way. Consistently achieves project goals when volunteered to take part
Appropriately follows direction from others
Follows procedures and policies
Keeps to schedules
Arrives punctually for work and meetings
Demonstrates commitment to the organisation
Complies with legal obligations and safety requirements of the role
Adapts to changing circumstances. Accepts new ideas and change initiatives. Adapts interpersonal style to suit different people or situations. Shows respect and sensitivity towards cultural and religious differences. Deals with ambiguity, making positive use of the opportunities it presents
Works productively in a high-pressure environment. Keeps emotions under control during difficult situations. Balances the demands of a work life and a personal life. Maintains a positive outlook at work. Handles criticism well and learns from it
Education and Experience
2 years’ experience in the financial services industry (LISP)
Call centre experience
Matric
Excellent verbal and numeric ability
Excellent communication skills and comprehension
Computer Literacy in the following:
MS Outlook
MS Word
MS Excel
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.
Key Purpose
Key Outputs
Areas of responsibility may include but not limited to:
Competencies
Qualifications & Experience
Minimum Requirements:
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.
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