About Discovery
Discovery’s core purpose is to make people healthier and to enhance and protect their lives. The company seeks out and invests in exceptional individuals who understand and support this core purpose and whose values align with Discovery’s. In a fast-paced and dynamic environment, Discovery empowers smart, self-driven people to perform at their best. As global thought leaders, Discovery is passionate about innovating not only to achieve financial success but also to ignite positive and meaningful change within society.
About Discovery Invest
Launched in 2007, Discovery Invest offers a comprehensive range of investment products catering to diverse client needs. The platform provides access to top-performing Discovery funds alongside a wide selection of leading local and international fund managers. Recently, Discovery Invest introduced a unique offshore offering, enabling South African investors to seamlessly access international investment opportunities.
Discovery Invest leverages a shared-value model designed to promote financial health and freedom for millions of South Africans. Through unique behavioural incentives and benefits, clients are rewarded for positive investment behaviour with additional investment returns. As the only shared-value investment platform in the country, Discovery Invest maximizes client outcomes both before and after retirement. Employees are committed to delivering world-class service to both internal and external clients, fostering long-lasting and sustainable relationships.
Key Purpose
The primary focus of this role is the administration of transfer processes, specifically Section 14 and Section 50 transfers, from Discovery’s platform to other insurers or companies.
Objectives of the Role
- Process transfer requests (Section 14 and Section 50) from Discovery’s platform to other insurers or companies within agreed Service Level Agreements (SLAs) and in compliance with legislation.
- Handle telephonic and email queries from policyholders, financial advisors, franchises, and other insurers/companies.
Responsibilities
- Process Section 14 and Section 50 transfers out efficiently.
- Request and follow up on all outstanding documentation with external companies, financial advisors, franchises, and clients.
- Manage queries via email and inbound calls, with potential for outbound calls.
- Handle escalations and ensure timely resolution of service failures.
- Build and maintain relationships with financial advisors and internal and external colleagues.
- Monitor task lists to ensure all cases adhere to agreed SLAs.
- Assist with testing and implementation of system upgrades.
- Maintain quality standards consistently.
Competencies
- Strong attention to detail and quality orientation.
- Customer service focused with excellent communication skills (verbal and written).
- Ability to handle pressure and meet deadlines.
- Effective relationship-building skills.
- Results-driven with strong time management skills.