Discovery Invest is hiring an Administrator! Manage administrative tasks efficiently with attention to detail. Proactive, customer service-oriented, and committed to quality.
Discovery Invest Administrator Key Responsibilities
- Query Resolution: Investigate, resolve, and provide feedback on all queries to ensure first-time resolution.
- Application Processing: Quality assure applications to activate policies and navigate internal systems like Compass and Icompare for fund allocation from bank statements.
- System Updates: Update or amend details on the system, reissue policy schedules, and amend QA errors reports, following up until corrections are complete.
- Escalation Management: Handle escalation queries related to welcome packs and resolve all calls and queries related to Fund Matching.
- Communication: Filter or refer queries to the appropriate department and provide feedback to the requester.
- Service Level Agreement (SLA) Compliance: Maintain SLA standards within various work pools.
- Quality Control: Capture any potential fixes or system issues in the Quality Centre for review.
Technical Competencies
- Discovery Invest Products: Understand and explain business rules associated with each product, process work accurately, and resolve telephonic queries effectively.
- Long-Term Insurance Legislation: Knowledge of relevant legislation and its application to queries, ensuring compliance and accurate resolution.
- Systems Applications: Proficiency in using systems applications to produce outputs and resolve queries efficiently.
- New Business Software: Competence in using software such as SMAD (DFC), Web QA, and Paradigm.
Sources of Feedback: Quality Assurance, Team Leader, Franchises, Brokers, Policyholders, Internal Audit
Non-Technical Competencies
In addition to technical skills, the following behavioral competencies are crucial:
- Customer Service Orientation: Provide appropriate services to match customer queries, handle difficult or unethical behavior with a polite but firm approach, and conclude lengthy phone calls efficiently.
- Conflict Handling: Identify problems, provide recommendations for solutions, and settle disputes by finding common ground with minimal disruption.
- Speaking/Verbal Expression: Communicate clearly and directly, using simple language without slang or jargon.
- Results Orientation: Follow through on customer requirements to achieve accurate, complete, and timely results.
- Assertiveness: Present your viewpoint clearly and confidently without being overly dogmatic.
- Time Management: Meet deadlines, attend meetings, and prioritize work according to importance, ensuring timely and efficient completion of tasks.
Sources of Feedback: Quality Assurance, Team Leader, Call Assessments, Team Members, Customers, Team Manager
Summary
As an Administrator at Discovery Invest, your role is pivotal in ensuring smooth administrative operations and exceptional customer service. You will be the go-to person for resolving queries, processing applications, and maintaining accurate records. Your ability to handle escalation queries, update systems, and navigate internal tools efficiently will contribute significantly to our operational success.
Your technical expertise in Discovery Invest products, long-term insurance legislation, and various systems applications will enable you to provide accurate and timely resolutions. Additionally, your strong non-technical competencies, including customer service orientation, conflict handling, clear communication, results orientation, assertiveness, and time management, will ensure you excel in this role.
Joining our team means you will be part of a dynamic environment where your contributions will be valued, and your skills will be honed. If you are a proactive problem-solver with a keen eye for detail and a passion for delivering top-notch service, we invite you to apply for this exciting opportunity at Discovery Invest.
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