Client Relationship Manager - Escalations

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 Discovery Corporate & Employee Benefits

Discovery Corporate and Employee Benefits is the first and only employee benefits provider to shape employee behaviour, creating healthier and wealthier workforces. It is an exciting business to be in as we reimagine the way retirement savings and life insurance are brought to companies and employees.

Key Purpose

Assumes accountability and resolution of escalated queries and complaints from Intermediaries, Employers, and Members (telephonically, via e-mail/letter and on face-to-face basis).

Areas of responsibility may include but not limited to

The successful applicant will be responsible for but not limited to the following job functions:

• • • Resolution of escalations and complaints (telephonically, via e-mail/letter and on face-to-face basis) of escalated complaints from Intermediaries, Employers and Members.
    • Troubleshooting, meeting with irate clients and managing difficult situations on all levels (Intermediaries, Employers, and Members)
    • Reach out to at-risk clients and provide basic emotional support.
    • Keeping accurate and comprehensive stats on a daily, weekly and monthly basis to determine service failure trends and recurring problems.
    • Identifying the proposing solutions to process and service-related failures.  Build and establish relationships at all levels with external partners and internal departments to ensure that timeous resolutions are found to any problem that might arise
    • Attend meetings and give training on request
    • Support role to the Operations Manager, Team Leader and Wellness Champions/Advisors
    • Compiling and drafting of reports and letters
    • Analysing and summarizing reports and providing feedback to Management
    • Market drives and other projects as and when required

Personal Attributes and Skills

• • • Strong intra & interpersonal skills
    • Professional written and verbal communication
    • Must be able to work with targets and deadlines, strong work ethic
    • Positive outlook and internally motivated
    • Compassion and an interest in mental health
    • Customer focus
    • Analytical and reporting skills
    • Personal learning and Priority setting

Education and Experience

The following requirements are essential:

• • • National Senior Certificate (NSC) / Grade 12 qualification.
    • Minimum of 12 months' experience within Discovery Health, specifically in client and employer servicing environments, including the management and resolution of escalated queries through telephonic and written communication channels.
    • Experience in providing layman counselling and emotional support to clients in a professional and empathetic manner.
    • Demonstrated knowledge of Discovery Health products, systems, policies, and operational processes.
    • Strong English communication skills, including verbal, written, and reading proficiency.
    • Proven experience in a Senior Contact Centre Consultant or Service Specialist role.
    • Consistent performance achievement of 100% or above over a minimum six-month period.

The following requirements will be advantageous: 

• • • Currently studying towards or in possession of an Honours or Master's degree in Psychology.
    • Clinical, medical, or healthcare-related knowledge and understanding.
    • Advanced working knowledge of the Paradigm system.
    • Proficiency in Microsoft Office applications, including Outlook, Word, and Excel.
    • Ability to communicate effectively in more than one language (bilingual proficiency).

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.