Discoverys 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
Discoverys intention is to expand our business model into banking and to establish a brilliant, innovative full-service retail bank in South Africa. We have recently received our banking licence and are now registered as Discovery Bank. We are looking for smart, energetic, experienced, and dynamic achievers who take initiative and ownership, are passionate about dazzling clients, and who thrive on constant challenges and high-speed change to join us on this journey. We welcome inspired, positive and committed people to apply for jobs in Discovery Bank where you will be liberated to realise your full potential.
Job Description
The Client Engagement Consultant is responsible for welcoming new clients that have joined the bank. The consultant will make outbound calls to new joiners to provide the client with more information about the banks products and rewards, help clients navigate the app and assist them with any additional queries. The consultant will be required to position an upsell to new clients that meet the upsell criteria. The consultant will also be required to conserve existing clients that want to close their account. The consultant will be required to co-ordinate their own administration and maintain accurate details and statistics of all queries.
Key Purpose
The key purpose for the consultant is to drive client engagement on the bank product by conducting welcome calls and conservation calls during which they will service any client queries, help the client navigate the bank offering and ensuring that the client is on the correct product based on the client profile.
Areas of responsibility may include but not limited to
- Perform outbound calls to new clients joining the bank.
- Perform outbound calls to existing client wanting to close their account.
- Communication to members telephonically and via email.
- Position an upsell to clients that meet the criteria.
- Keep accurate statistics of all welcome and conservation calls.
- Attending to general administration requirements of the client.
- Attends to requests from management.
- Escalate and follow up on any queries the team are unable to assist with.
- Ensures that current service level agreements are met.
- Achieve Quality targets set out in QA criteria.
- Attention to detail
- Values Driven:
- Committed to integrity and ethics in business
- Behaves consistently with Discovery Values
- Optimistic:
- Motivated by a positive future
- Energised by challenges
- Learns on the Fly:
- Embraces the unfamiliar
- Experiments to find solutions
- Resilient:
- Recovers quickly from setbacks
- Grows from negative experiences
- Instils trust:
- Follows through on commitments
- People Savvy:
- High EQ with low ego
- Drives Results:
- Energises self and others to achieve
- Consistently exceeds goals
- Problem Solver:
- Looks beyond the obvious
- Finds sustainable solutions
- Business communication skills (verbal and report writing)
- Excellent written and verbal communication skills in English
- Excellent administration skills
- Sales skills
- Writes and speaks fluently, clearly, correctly and convincingly
- Able to speak English fluently
- Essential qualification:
- Matric/Grade 12 and computer literacy (required)
- FAIS Accreditation (advantageous)
- At least 3 years customer service experience within the service environment
- At least 2 years retention or sales experience
The Companys 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.
