Client Relationship Manager

**Business Unit**:Discovery Employee Benefits

**Function**:Clinical

**Date**:11 Jul 2025

Discovery Corporate & Employee Benefits

Client Relationship Manager - Escalations (Healthy Company)

**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 Corporate & Employee Benefits**
- Discovery Corporate and Employee Benefits is the first and only employee benefits provider to shape employee behaviour, creating healthier and wealthier workforces. It is an exciting business to be in as we reimagine the way retirement savings and life insurance are brought to companies and employees.

**Key Purpose**Areas of responsibility may include but not limited to**
- The successful applicant will be responsible for but not limited to the following job functions:

- Troubleshooting, meeting with irate clients and managing difficult situations on all levels (Intermediaries, Employers, and Members)
- Reach out to at-risk clients and provide basic emotional support.
- Keeping accurate and comprehensive stats on a daily, weekly and monthly basis to determine service failure trends and recurring problems.
- Identifying the proposing solutions to process and service-related failures. Build and establish relationships at all levels with external partners and internal departments to ensure that timeous resolutions are found to any problem that might arise
- Attend meetings and give training on request
- Support role to the corporate service manager and Wellness Advisors
- Compiling and drafting of reports and letters
- Analysing and summarizing reports and providing feedback to Management
- Market drives and other projects as and when required
- Facilitate member training and employer helpdesk sessions upon request.
- Attend meetings and deliver training sessions as required.

**Personal Attributes and Skills**
- Strong Intra & interpersonal skills
- Professional written and verbal communication
- Must be able to work with targets and deadlines, strong work ethic
- Positive outlook and internally motivated
- Compassion and an interest in mental health
- Customer focus
- Analytical and reporting skills
- Personal learning and Priority setting

**Education and Experience**
- The following requirements are essential:

- Have thorough knowledge of Discovery’s products, systems and processes
- Be proficient in English (writing, reading, speaking)
- Experience as a Senior contact centre consultant/Service Specialist
- Performance of 100% or above to be achieved over six months
- The following requirements will be advantageous:

- Clinical/Medical knowledge
- Extensive Paradigm knowledge
- Outlook, Word & Excel knowledge
- Bilingual

**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.