Discovery Invest operates within a fast-paced, dynamic environment, delivering innovative investment products and solutions. Our success is built on exceptional customer engagement, outstanding service experiences, and strong, mutually beneficial relationships with brokers and key stakeholders. To support this, our people are committed to delivering world-class service that fosters long-term, sustainable client relationships.

Key Purpose

We are seeking Service Consultants who are client-centric, passionate about customer service, and committed to living Discovery’s core purpose and values in every interaction.

Key Responsibilities

Areas of responsibility include, but are not limited to:

• Managing a high volume of telephonic queries from investors, brokers, and franchises

• Resolving client queries efficiently while focusing on client satisfaction and retention

• Accurately logging all client interactions and correspondence

• Keeping clients informed on the progress of their requests

• Ensuring service delivery aligns with Discovery’s quality and service standards

• Achieving product knowledge and soft-skills competency targets

• Adhering to all risk, compliance, and regulatory requirements

• Performing administrative duties, including maintaining accurate statistics and records

• Providing quality feedback and accurate reporting to line management

• Routing queries to the appropriate departments or teams for effective resolution

• Utilising all relevant Discovery systems to manage calls, queries, and correspondence

Personal Attributes and Skills

The ideal candidate will demonstrate:

• Strong teamwork and collaboration skills

• Respect for diverse perspectives and contributions

• Empathy, patience, and a supportive approach

• Excellent listening and communication abilities

• Confidence in articulating information clearly and professionally

• Responsiveness to client needs and feedback

• A results-driven mindset with a focus on exceeding customer expectations

• Strong attention to quality, productivity, and accuracy

• Organised, methodical, and systematic working style

• Ability to perform under pressure while maintaining composure

• Adaptability and openness to change

• Willingness to learn and embrace new ideas

• Positive attitude and resilience

• Openness to constructive feedback and continuous improvement

• Strong time management and prioritisation skills

• High levels of professionalism and accountability

• Self-motivation and proactive work ethic

Education and Experience Requirements

• Matric / Grade 12

• Minimum of 2 years’ call centre experience

• Minimum of 1 year’s experience within the financial services industry

• Experience within a LISP environment (advantageous)

• BCom or related qualification (advantageous)

• Computer literacy with proficiency in Microsoft Office (essential)

• Basic mathematical skills

• Broker knowledge and understanding (advantageous)

This role offers the opportunity to grow within a performance-driven, client-focused environment while contributing to meaningful customer experiences at Discovery Invest.