Communication with internal and selected external clients Internal communication management Analysis and structuring of product information on the Discovery Intranet (DNA) and/or Destiny Vitality intranet (DHI) or PruHealth intranet (PHI)Loading product training manuals and information onto Discovery Intranet (DNA) and/or Destiny Vitality intranet (DHI) or PruHealth intranet (PHI)On-going maintenance of information and documentsQuality management of internal communications and DNA, DHI and PHIAd-hoc communication projects and campaignsInternal staff magazineRelationship managementMeasurement of the effectiveness of KM and CommunicationsRespond to staff queriesMaintenance of statisticsTime management and managing expectationsSystems testing

Resolving written queries on a daily basis Replying in writing to members via fax, e-mail and letters Responding to queries with outbound callsKeeping accurate stats of all written correspondence sent out on a daily basis Attending to requests from management and other departments for written correspondence Ensuring that current service level agreements are metAttending to general administration requirements of teamAssisting clients with telephonic and Front desk queriesProcessing of policy changesMeeting with clients face to faceLogging into the Client Service Call CentreHandling of escalated calls

Answering inbound calls and assisting clients with queries within SLAAnswering inbound calls timeouslyManaging all queries through to resolutionCo-ordination of own administrationMaintaining accurate details and statistics of all queriesProviding commission related information to all Discovery Financial Advisors in line with standards and protocolsOwnership and accountability of all telephonic and written queriesEnsuring resolution to first time queries