Discovery Corporate & Employee Benefits 

Client Interaction Specialist

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.

Key Purpose of the role

The primary function of this role is to effectively and efficiently manage and grow relationships between Discovery Life and all stakeholders i.e. both internal and external clients.  Ensure that quality service is delivered to these Stakeholders.   

Areas of responsibility may include but not limited to

• Implementing and monitoring the KAM strategy
• Build Broker and Employer relationships
• Collating statical information from the operation team to analyze and formulate discussions with KAM clients on trends and client overview
• Creating Employer engagements/collaborative reports and presentations
• Support the KAM Interventions team through creation of integration content and trends
• Acquire KAM new installations, broker changes and benefit enhancements packages and present to Brokers and Clients in person to ensure effective understanding of the product and internal administrative processes.
• Formulating process improvements and review from broker and client feedback
• Effective product presentations and enhancements to existing KAM clients.
• Present and communicate pre-renewals and renewals annually to existing clients.
• Query resolution for clients in credit control due to non-payment.
• Manage the relationship with internal and external clients/brokers with respect to escalations, queries and complaints.
• Ensure access to web training content.  Train Clients on how to benefit from our web offerings and functionality.
• Build and maintain client relationships through monthly meetings to retain clients.
• Manage the re-broke process to ensure retention of existing clients
• Managing Complaints and Escalations of clients to ensure high levels of service are adhered to
• Assist with staff development, coaching and training where possible to optimize staff performance i.e. ito of product knowledge
• Manage projects
• Analyze processes to identify risks and opportunities for enhancements or innovations to continuously improve business outputs
• Ensuring all risks are mitigated and escalated, this includes the identification of fraudulent activity and non-disclosure
• Providing effective, efficient, and professional service to all our clients, both telephonically and through written correspondence and client visits
• Responding to queries ensuring they are resolved timeously and effectively.
• Client meetings

Personal Attributes and Skills     

The successful candidate must demonstrate the following competencies:

• Self-starter with a high attention to detail and be able to multi-task
• Good at follow through
• Exceptional ability to communicate written and orally
• Problem solving and solution focused
• Analytical – interpretation
• Building relationships
• Coping with pressure (deadlines)
• Time-Management and Organizational Skills
• Must be team orientated, willing to assist other team members in the office
• Compassion: will be working with people who are sometimes in dire situations or going through difficult transitions. Must be compassionate to their situation and working with them in a positive way
• Outstanding customer service skills
• Willing to do client and broker visits

Education and Experience

• NQF Level 6 or equivalent qualification
• 5 years and more Client Relationship Management Experience-Essential
• Employee Benefits-Group Risk Product and Operations knowledge and experience-Essential

• Employee Benefits Medical Assessor Experience-Recommended

 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.                    

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.