Service Consultant

**Business Unit**:Discovery Invest**Function**:Client Service**Date**:22 Aug 2024**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 Invest**
Launched in 2007, Discovery Invest offers the full range of investment products for any client need, providing access to our top performing range of Discovery funds as well as a wide selection of leading local and international fund managers. Recently, Discovery Invest launched a unique offshore offering to enable South African investors unparalleled ease in accessing international investment opportunities. Discovery Invest is seeking to leverage the shared-value model to promote financial health and freedom for millions of South Africans. Through unique behavioural incentives and benefits, we reward clients for positive investment behaviour with extra investment returns. Discovery Invest is the only shared value investment platform in the country maximizing client outcomes before and after retirement. It is important for our employees to provide world class service to our internal and external clients, thereby ensuring long and sustainable relationships.- Key Purpose
Responsibilities
- Updating callers on the progress of the instructions and providing accurate feedback on all instructions
- Providing feedback to callers on general investment information related to Global Products and Invest International processes
- Explaining the onboarding and servicing business rules and product rules
- Meeting and exceeding the IQS standards on the call centre objectives and Discovery standards
- Dealing with multiple telephonic queries from Investors, brokers and franchises on all Global products
- Query management: Ensure completion of all queries and final feedback / resolution provided to the initiator of the query
- Dealing with queries focusing on client satisfaction and client retention outcomes
- Routing queries to the correct departments or teams for adequate resolution and taking ownership of the query until resolved
- Accurate and timeous logging of all interactions on the applicable workflow system
- Achievement of product and soft skills knowledge targets
- Complete all mandatory training completely and timeously
- Adhere to risk and compliance requirements and ensure strict adherence to Guernsey regulation
- Responsible handling of administrative tasks, including keeping accurate, detailed stats of all queries, communication and correspondence
- Ability to provide timeous and quality feedback to direct line manager, Compliance or respective parties
- Utilizing all the Discovery systems required for all calls, queries and correspondence
- Personal Attributes and Skills
- Service orientated and client centric; thrives on offering the best service to all clients
- The ability to work positively with people in a team environment
- The ability to display respect for the views and contributions of others
- Excellent verbal and written communication skills
- The ability to be supportive, empathetic however been diplomatic and assertive at the same time
- The ability to consult with others and share information and expertise with others
- Express opinions, information and key points of a discussion clearly
- Responds quickly to the needs of their callers and to the reactions and feedback of callers
- The ability to deliver results and exceed customer expectations
- Focus on customer needs and satisfaction
- Maintains high level of quality and productivity
- Works in a systematic, methodical and organised manner
- Consistently achieves objective and goals
- Adaptive to change; Resilient and embraces change
- Patient and objective
- Accepts new ideas and change initiates
- Adapts interpersonal style to situational circumstances
- Displays an interest in new experiences
- Rapidly learns new tasks and commits information to memory quickly
- Demonstrates an immediate understanding of newly presented information
- Gathers comprehensive information to support decision making
- Maintains a positive outlook and fosters positivity in the environment
- Focuses productively in a pressurized environment
- Keeps emotions under control during difficult situations
- Open to constructive feedback and learns from it
- Balances work and personal life
- Professional, Self-Motivated and pro-active
- Be able to prioritise work, under pressure and manage deadlines
- Willing to work overtime when required to meet the business needs
- Education and Experience
- Matric
- Working experience within a LISP would be advant