Administrator - Sandton, South Africa - Discovery Ltd.

Discovery Ltd.

Verified Company

Sandton, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Business Unit:
Discovery Invest
Function:Administration and Office Support
Date:12 Mar 2024
About Discovery Invest

Discovery Invest is an ever growing fastpaced and dynamic environment that provides innovative products. This environment thrives on customer engagement and customer experience as well as mutually beneficial relationships with our brokers and other stakeholders. It is important for our employees to provide world class service to our internal and external clients, thereby ensuring long and sustainable relationships.
Key outputs

The successful incumbent will be responsible for but not limited to the following: Ability to ensure compliance check is completed- To capture on Quality centre any possible fix or system issues such as match the rates to NB quote- To issues NB quotes Follow up on outstanding requirements Maintain SLA within processing pools Make recommendations for improvements to the system used in the department and testing system functionality after enhancements are made to the system Required to have excellent written and verbal communications skills Ability to switch roles and perform multiple tasks within the team Amend and update QA errors report when necessary To Capture, Quality Assure and activate new investments, issue the relevant policy schedules, and assist with queries relating to the process Strong product knowledge Monthly assessment need to meet minimum target of 90%
1.

Technical Competencies:

Expert knowledge and understanding of Discovery Invest products
1.

1 Assessment Criteria:

Demonstrates ability to:
Explain the business rules associated with each product
Resolve telephonic queries by providing accurate product information to the franchises and brokers

1.2 Sources of feedback:

Quality Assurance:
Team Leader
Franchises
Brokers
Policyholders
Internal Audit

2.

Technical Competencies:

Knowledge and understanding of Long-Term Insurance Legislation
2.

1 Assessment Criteria:

Demonstrate ability to:

2.2 Sources of feedback:

Quality Assurance Team
Team Leader
Franchises
Brokers
Policyholders
Internal Audit

3.

Technical Competencies:

3.

1 Assessment Criteria:

Demonstrate ability to:

3.2 Source of feedback:

Quality Assurance
Team Leader
Franchises
Brokers
Policyholders
Internal Audit

4.

Technical Competencies:

Use of new business software
4.

1 Assessment Criteria:

Demonstrates ability to:
Use SMAD (DFC)
Use Web QA
Use paradigm

4.2 Sources of feedback:

Quality Assurance
Team Leader

**1. Non

- technical Competencies**:

Customer Service Orientation
1.

1 Behavioral indicators:

Offers appropriate service to match customer's queries in a manner that elicits acceptance
Uses an acceptable code of conduct as a basis for dealing with difficult or unethical behavior from others (racial taunts, sexual harassment and lying)
Uses polite but firm language in order to conclude a lengthy phone call

1.2 Sources of feedback:

Quality Assurance
Team Leader

**2. Non

- technical competencies**:

Conflict handling
2.

1 Behavioral indicators:

Surfaces problems and provides recommendations for solving them to the appropriate people
Settles disputes by finding common ground between parties with minimum disruption

2.2 Sources of feedback:

Quality Assurance
Team Leader

3. Non-technical competencies:

Speaking/verbal expression
3.

1 Behavioral indicators:

Comes to the point in a direct yet appropriate manner
Uses appropriate simple language (no slang or jargon)

3.2 Sources of feedback:

Quality Assurance
Call Assessments
Team members
Customers

4. Non-technical competencies:

Results orientation
4.

1 Behavioral indicators:

Follows through on customer requirements until a successfully concluded result is achieved.
Result is accurate, complete and delivered timeously

4.2 Sources of feedback:

Quality Assurance
Team Leader

5. Non-technical competencies:

Assertiveness

5.

1 Behavioral indicators:

A positional viewpoint without being dogmatic

5.2 Sources of feedback:

Quality Assurance
Team Leader

6. Non-technical competencies:

Time Management

6.

1 Behavioral indicators:

Meet deadlines
Attend meetingsif not able to, apology should be send prior to the meeting
Prioritise work according to importance

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.