Conservation Consultant

Conservation Consultant – Sandton (1DP)
Business Unit: Discovery Connect
Function: Call Center / Contact Center
Date: 10 February 2025

Job Description
The role of the Conservation Consultant involves conducting outbound and inbound telephonic conservation efforts with existing Discovery clients who have requested the cancellation of their Discovery products. The key objective is to retain these clients by addressing their concerns, offering tailored solutions, and ensuring their continued satisfaction with the services offered by Discovery.

Key Purpose
The primary responsibility of this position is to engage with clients who wish to cancel their Discovery products and work towards convincing them to retain their policies. This will require clear communication, empathy, and a deep understanding of client needs.

Key Outputs
The successful candidate will be tasked with the following key responsibilities:

• Conduct outbound and inbound telephonic conservation calls to Discovery clients who have requested to cancel their policies, with the goal of persuading them to retain their products.
• Ensure compliance with FAIS requirements, including completing the Financial Needs Analysis (FNA), Record of Advice (ROA), and statutory notices during each conservation call.
• Meet monthly conservation targets as set by management.
• Proactively assess client needs and have the ability to re-sell Discovery products, customizing solutions to meet individual client preferences.
• Consistently evaluate client interactions and provide exceptional service to both internal and external stakeholders.
• Address and resolve customer concerns by liaising with the appropriate departments or areas.
• Accurately record statistics for all calls, contacts, and clients, and report the findings to management.
• Ensure that all administrative changes related to client accounts are handled promptly and efficiently.

Personal Attributes and Skills
To succeed in this role, candidates should possess the following qualities:

• Strong sales ability with persuasive skills.
• Friendly, sincere, confident, courteous, and positive demeanor.
• Self-managed and able to work independently.
• Excellent administration and organizational skills.
• Ability to adapt to change and remain flexible in a dynamic environment.
• Commitment to maintaining confidentiality at all times.
• Exceptional telephone etiquette and communication skills.
• Proficient in both verbal and written communication.
• Self-motivated, proactive, and driven to achieve goals.
• Strong ability to prioritize tasks, manage deadlines, and work under pressure.
• Team player who collaborates effectively with colleagues.
• Resilient and able to handle setbacks with a positive attitude.
• Highly service-oriented and customer-focused.
• Results-driven, with a strong focus on achieving conservation targets.

Qualification & Experience
To be considered for this role, candidates must meet the following requirements:

• Matric (Grade 12).
• A minimum of 2-3 years’ experience in a Life, Health, or Short-Term Assurance sales position or in an Outbound Telesales environment (Essential).
• At least 2-3 years’ conservation experience or telesales experience.
• Proficiency in English is essential; Afrikaans is beneficial.
• FAIS accreditation: NQF Level 4 or 5 FAIS credits (Required).
• Completion of Regulatory exams (Required).
• Good working knowledge of Excel and Word.

Employment Equity
As an Equal Opportunities employer, Discovery values diversity and actively encourages individuals with disabilities to apply. The company’s approved Employment Equity Plan and Targets will guide the recruitment process.

This role offers an exciting opportunity to be a part of a dedicated team committed to client retention and delivering exceptional service. If you are a results-driven, motivated individual with a passion for customer service, we encourage you to apply.

apply here