Broker Service Consultant – Contact Centre – Talent Pool

Full-time · Associate
5,001-10,000 employees · Financial Services

About the job

Discovery – Insure Broker Service Consultant

About Discovery

Discovery’s 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 Insure

Discovery Insure is committed to creating a nation of great drivers and building better businesses through our innovative Shared-value Insurance model. Discovery Insure is South Africa’s fastest growing short-term insurance company with comprehensive products that provide protection against current and emerging risks facing clients in the motor, home and business insurance sectors. Vitality Drive, an internationally-recognised and award-winning programme, is a key differentiator in the market that incentivises and rewards clients for driving well. The Vitality Drive programme has been scaled to local and international markets which now include Europe and the Middle East. The company employs over 1 000 people who are committed to providing unique and innovative solutions that help and dazzle both financial advisers and clients.

Key Purpose

Assist brokers with new business queries and/or updates on existing business either telephonically or via correspondence.

Areas of responsibility may include but not limited to

  • Assist Brokers with information required regarding policies and benefits
  • Activating of quotes and policy changes
  • Log escalations to departments for resolution
  • Financial advice to Brokers on Commercial product in support of decision making process
  • Adhering to Service Level Agreements (SLA), Turnaround time (TAT) and work schedules
  • Maintain relationships with Brokers and internal clients

Personal Attributes And Skills

  • Deciding and initiating action
  • Working with People
  • Persuading and influencing
  • Presenting and communicating information
  • Writing and Reporting
  • Planning and Organising
  • Delivering results and meeting customer expectations
  • Following Instructions and Procedures
  • Coping with pressure and setbacks
  • Communication skills (verbal and written)
  • Conflict handling
  • Telephone etiquette
  • Administrative skills
  • Time management

Education And Experience


  • Essential Qualifications: Matric/Grade 12
  • FAIS – Minimum credits as required (Personal Lines and Commercial) (Essential)
  • RE 5 (Representative) (Essential)
  • Short term insurance qualification (IISA designation) (Advantageous)
  • Successful candidates who have not completed an IISA designated qualification need to complete this within an agreed time frame

Minimum Experience

  • Min 1 year Inbound Call Centre experience in the Commercial Short Term Insurance industry
  • Min 1 year Commercial Broker Servicing experience within the Commercial Short Term Insurance industry (essential)


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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