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About Vitality Group

Vitality Group, a subsidiary of Discovery Limited is responsible for the expansion of the Vitality Shared-Value Insurance business model beyond South Africa and the UK, serving to fully leverage the assets and intellectual property of Discovery beyond its primary markets. The business forms equity or contractual partnerships with leading global insurers to integrate Vitality and shared value with partners insurance and financial services products in the markets where they operate. Vitality Group also operates a business providing wellness solutions to employer groups in the United States. Vitality Health International, a business unit within Vitality Group coordinates and focuses on resource allocation to Discoverys emerging, global health insurance initiatives. Vitality Group is also responsible for Discoverys 25 percent equity investment in Ping An Health, the largest comprehensive medical insurer in China.

To date, Vitality Groups businesses jointly reach more than 27 million unique lives across 40 markets (Argentina, Austria, Australia, Brazil, Canada, Czech Republic, China, Democratic Republic of Congo, Ecuador, France, Germany, Ghana, Hong Kong, Indonesia, India, Italy, Japan, Kenya, Macao, Malaysia, Mexico, Mozembique, Netherlands, New Zealand, Nigeria, Pakistan, Philippines, Poland, Portugal, Saudi Arabia, Singapore, South Korea, Spain, Sri Lanka, Thailand, the United States, Vietnam and Zambia) as well as our primary markets in South Africa and the United Kingdom.

Job Purpose

We are looking for a Customer Service Support Specialist who will be responsible for providing excellent customer service support by quickly and accurately processing and directing submissions sent verbally and electronically.

Areas of responsibility may include but not limited to:

• Manage escalated Inquiries from Customer Care and Administration agents
• Ensure Rapid Response and Resolution of escalated inquiries are achieved
• Maintain and continue to develop knowledge of The Vitality Groups program, and identify areas to improve to help better our members experience
• Receive inbound calls directly from members in a backup capacity to the Call Center
• Manage the escalated service concerns received from brokers, employer contacts or account managers and responds to those contacts regarding their escalated concerns
• Communicate verbally and/or in writing to both internal and external clients. Key components of effective communication will include: understanding your audience including how much detail they will or will not need; communicating at the appropriate level to include proper positioning of information being presented and understanding the impact of the information you are sharing
• Anticipate and prepare (in advance if possible) for the next questions the audience (client, broker, internal or other external contact) will ask
• Submit requests to the proper department to prevent re-occurring issues and recommend improvements in the process and procedure
• Track, analyze and report on improvements of certain processes to avoid potential service issues by devising resolutions to correct these processes: such as timely member adds, following up on escalated claims issues
• Communicate within operations issues and or concerns that may arise, this includes loading tickets to ensure system related issues are addressed
• Educate clients on the program as well as navigation of the website
• Capture events submitted manually and electronically
• Attend and or present at client events which may include travel
• Create a we care atmosphere
• Other duties as assigned

Requirements

• BA or BS degree or preferred
• 2-3 years Customer Service experience
• Health or Wellness related background preferred
• Strong analytical and PC skills
• Ability to handle multiple priorities in a fast-paced work environment
• Self-starter with the ability to achieve results

Knowledge:

• Excellent written and oral communication skills
• Strong organization, communication and problem-solving skills
• Customer focused and responsive
• Highly motivated and energetic professional who enjoys working in an entrepreneurial, fast-growing environment

Benefits

Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Parental Leave
Short Term & Long Term Disability
Hybrid Work
Catered Food & Snacks
Wellness Resources