Administrator needed at Discovery Limited
Job title : Administrator
Job Location : Gauteng,
Deadline : October 22, 2023
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About the Job
Key outputs
- The successful incumbent will be responsible for but not limited to the following:
- To check all relevant required documents is received eg correct application forms, valid bank statement, signed quote
- Ability to ensure compliance check is completed
- To capture NB applications
- To capture on Quality centre any possible fix or system issues such as match the rates to NB quote
- Request outstanding information either telephonically or email
- To issues NB quotes
- Follow up on outstanding requirements
- Maintain SLA within processing pools
- Make recommendations for improvements to the system used in the department and testing system functionality after enhancements are made to the system
- Required to have excellent written and verbal communications skills
- Ability to switch roles and perform multiple tasks within the team
- Amend and update QA errors report when necessary
- To Capture, Quality Assure and activate new investments, issue the relevant policy schedules, and assist with queries relating to the process
- Strong product knowledge
- Monthly assessment need to meet minimum target of 90%
Technical Competencies:
- Expert knowledge and understanding of Discovery Invest products
Assessment Criteria:
- Demonstrates ability to:
- Explain the business rules associated with each product
- Process work accurately by applying the business rules for the specific product/benefit
- Resolve telephonic queries by providing accurate product information to the franchises and brokers
Sources of feedback:
- Quality Assurance:
- Team Leader
- Franchises
- Brokers
- Policyholders
- Internal Audit
Technical Competencies:
- Knowledge and understanding of Long-Term Insurance Legislation
Assessment Criteria:
- Demonstrate ability to:
- Explain the relevant legislation and its application to queries
- Apply the relevant legislation when resolving queries
Sources of feedback:
- Quality Assurance Team
- Team Leader
- Franchises
- Brokers
- Policyholders
- Internal Audit
Technical Competencies:
- Expert knowledge and understanding of systems applications used in the role
Assessment Criteria:
- Demonstrate ability to:
- Use the appropriate systems applications to produce outputs and resolve queries
Source of feedback:
- Quality Assurance
- Team Leader
- Franchises
- Brokers
- Policyholders
- Internal Audit
Technical Competencies:
- Use of new business software
Assessment Criteria:
- Demonstrates ability to:
- Use SMAD (DFC)
- Use Web QA
- Use paradigm
Sources of feedback:
- Quality Assurance
- Team Leader
Non- technical Competencies:
- Customer Service Orientation
Behavioral indicators:
- Offers appropriate service to match customer’s queries in a manner that elicits acceptance
- Uses an acceptable code of conduct as a basis for dealing with difficult or unethical behavior from others (racial taunts, sexual harassment and lying)
- Uses polite but firm language in order to conclude a lengthy phone call
Sources of feedback:
- Quality Assurance
- Team Leader
Non- technical competencies:
- Conflict handling
Behavioral indicators:
- Surfaces problems and provides recommendations for solving them to the appropriate people
- Settles disputes by finding common ground between parties with minimum disruption
Sources of feedback:
- Quality Assurance
- Team Leader
Non-technical competencies:
- Speaking/verbal expression
Behavioral indicators:
- Comes to the point in a direct yet appropriate manner
- Uses appropriate simple language (no slang or jargon)
Sources of feedback:
- Quality Assurance
- Call Assessments
- Team members
- Customers
Non-technical competencies:
- Results orientation
Behavioral indicators:
- Follows through on customer requirements until a successfully concluded result is achieved.
- Result is accurate, complete and delivered timeously
Sources of feedback:
- Quality Assurance
- Team Leader
Non-technical competencies:
- Assertiveness
Behavioral indicators:
- A positional viewpoint without being dogmatic
Sources of feedback:
- Quality Assurance
- Team Leader
Non-technical competencies:
- Time Management
Behavioral indicators:
- Meet deadlines
- Attend meetings-if not able to, apology should be send prior to the meeting.
- Prioritise work according to importance
How to Apply for this Offer
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