Technical Client Support Consultant

2 weeks ago

Sandton, South Africa Discovery Ltd. Full time

**Business Unit**:Discovery Bank**Function**:Client Service**Date**:21 Aug 2023**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 Bank**
- We are a shared-value bank, designed with our clients in mind. We haven't changed just one thing, we've changed everything. Our main goal is to improve the financial health of our clients by helping change how they work with their money. Through Vitality Money, our clients will learn more about what it means to be financially healthy and get rewarded for managing their money well. If you are a problem solver, always questioning the way things are done, passionate about doing what is right, have the ability to change direction quickly when needed and love to dazzle your clients, Discovery Bank has a job where you can be yourself and your best in an environment that is safe and nurturing.**Job Purpose**
- The
- **Technical Client Support Consultant (Senior)** will be required to resolve all escalated technical queries related to both Discovery Bank and Vitality products. Knoweldge of both Bank and Vitality products and strong relationships with the systems team/s is needed to ensure that the queries are resolved effectively and efficiently. Adhoc User Acceptance Testing (UAT) for all specialised projects within the business will need to be completed.**Areas of responsibility may include but not limited to**
- Resolve all Escalated queries from Discovery Bank and Vitality first line support teams, senior leadership and the executive office.
- Take responsibility for resolution of the query and providing feedback to the client, partners and stakeholders, by engaging with the necessary systems teams to ensure the query is resolved by working closely with key Discovery stakeholders (e.g. Systems teams and business owners from Bank and Vitality, Product Manager’s etc.)
- Complete User Acceptance Testing (UAT) on Adhoc basis, for all specialised projects within the business.
- Attend Discovery Bank and Vitality rewards, product and compliance meetings to share ideas of ways to improve processes, systems, products and services, learn about new enhancements or changes to Discovery Bank or Vitality benefit or reward programmes and share insights into common experiences that are frustrating clients and preventing first time resolution of queries.
- Assist with the preparation of operational reports that provide insights and feedback to management of the type of queries dealt with, new or upcoming enhancements to products, system or process, client experience etc.
- Prepare all documents and information needed to present to the necessary committees when an ex-Gratia process needs to be followed.
- Ad-hoc training to new inductees and existing Bankers should it be required.
- Assist in updating Confluence & creating training tools to assist in query resolution.
- Assisting in face-to-face client interaction through the Discovery Bank Walk in Centre

**Personal Attributes and Skills**
- Service orientated with a passion for delivering dazzling client service
- Solutions oriented with an optimistic can-do attitude
- Engaging and confident
- High empathy with good listening skills
- Always willing to learn

**Education and Experience**
- Bachelor of Commerce Degree
- At least 2 to 3 years’ experience in the banking industry
- Extensive knowledge and experience dealing with reward programme technical queries would be an advantage
- Proficient with MS Office (e.g. PowerPoint, Excel and Word)
- 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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