Service Consultant - Travel Insurance (DTI)

Service Consultant – Travel Insurance

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 Insure

Discovery Insure is committed to creating a nation of great drivers through our innovative Shared-value Insurance model. Discovery Insure is South Africa’s fastest growing short-term insurance company with comprehensive products that provide protection against current and emerging risks facing clients in the motor and home insurance sectors. Vitality Drive, an internationally-recognised and award-winning programme, is a key differentiator in the market that incentivises and rewards clients for driving well. The Vitality Drive programme has been scaled to local and international markets which now include Europe and the Middle East. The company employs over 1 000 people who are committed to putting our customers and financial advisers first by providing unique and innovative solutions and cover.

Key Purpose

The candidate will be required to assist with servicing calls which include travel insurance queries/inquiries, aid clients in completing offline sales, troubleshoot problems, provide information, handle complaints and redirect calls appropriately. The successful candidate will be required to assist with the administration of logging claims.

Areas of responsibility may include but are not limited to

• Answering incoming calls professionally and responding to customer inquiries (all channels).
• Handling and resolving customer complaints regarding the travel insurance product.
• Following up with complicated policyholder calls where required and escalate priority issues.
• Providing policyholders with general product and organizational information.
• Assist clients with the processing of sales through the DTI app / web or manually where required
• Assisting with logging the claim on the appropriate admin systems.
• Provide thorough and timeous feedback to the relevant parties.
• Complaints resolution pertaining to the travel insurance product and complaints escalation when required.
• Providing policyholders with general product and organizational information.
• Re-routing of inbound calls when and if required.
• Completing call notes (wrap-up codes) and call reports as necessary and updating them in the DTI customer service platform.

Personal attributes and skills

• Client service driven
• The servicing consultant will work with the travel insurance team to deliver on their KPI’s
• The candidate must be comfortable liaising with stakeholders at varying levels of seniority within Discovery Insure
• Results & detailed orientated
• Interpersonal skills
• Good time management skills
• Good verbal and written communication skills
• Analytical thinking

Education and Experience

Education:

• Matric (Essential)
• RE 5 (Essential)
• FAIS compliant (Essential)
• Class of Business Certificate (Essential)
• Continuous Professional Development (CPD) Certificate (Essential)

Minimum Requirements:

• 2- 3 years’ experience working within the insurance industry
• Knowledge of travel insurance (advantageous)