Business Unit:  Discovery Invest

Function:  Administration and Office Support

Date:  17 Oct 2023

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%

1. Technical Competencies: 

Expert knowledge and understanding of Discovery Invest products

1.1  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  

1.2 Sources of feedback: 

  • Quality Assurance:
  • Team Leader
  • Franchises
  • Brokers
  • Policyholders
  • Internal Audit

2. Technical Competencies: 

Knowledge and understanding of Long-Term Insurance Legislation

2.1 Assessment Criteria:

Demonstrate ability to:

  •  Explain the relevant legislation and its application to queries
  •  Apply the relevant legislation when resolving queries

2.2 Sources of feedback:

  • Quality Assurance Team
  • Team Leader
  •  Franchises
  •  Brokers
  •  Policyholders
  •  Internal Audit

3. Technical Competencies:

Expert knowledge and understanding of systems applications used in the role

3.1 Assessment Criteria:

Demonstrate ability to:

  • Use the appropriate systems applications to produce outputs and resolve queries

3.2 Source of feedback:

  • Quality Assurance
  • Team Leader
  • Franchises
  •  Brokers
  •  Policyholders
  • Internal Audit

4. Technical Competencies:

Use of new business software

4.1 Assessment Criteria:

Demonstrates ability to:

  • Use SMAD (DFC)
  • Use Web QA
  • Use paradigm

4.2 Sources of feedback:

  • Quality Assurance
  • Team Leader

1. Non- technical Competencies: 

Customer Service Orientation

1.1 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

1.2 Sources of feedback: 

  • Quality Assurance
  • Team Leader

2. Non- technical competencies:

Conflict handling

2.1 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

2.2 Sources of feedback:

  • Quality Assurance
  • Team Leader

3. Non-technical competencies:

Speaking/verbal expression

3.1 Behavioral indicators:

  • Comes to the point in a direct yet appropriate manner
  • Uses appropriate simple language (no slang or jargon)

3.2 Sources of feedback: 

  • Quality Assurance
  • Call Assessments
  • Team members
  • Customers

4. Non-technical competencies:

Results orientation

4.1 Behavioral indicators:

  • Follows through on customer requirements until a successfully concluded result is achieved.
  • Result is accurate, complete and delivered timeously

4.2 Sources of feedback:

  • Quality Assurance
  • Team Leader

5. Non-technical competencies:


5.1 Behavioral indicators:

  • A positional viewpoint without being dogmatic

5.2 Sources of feedback:

  •  Quality Assurance
  • Team Leader

6. Non-technical competencies:

Time Management

6.1 Behavioral indicators: 

  • Meet deadlines
  • Attend meetings-if not able to, apology should be send prior to the meeting.
  • Prioritise work according to importance

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.

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