Administrative Specialist

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 partner’s 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 Discovery’s emerging, global health insurance initiatives. Vitality Group is also responsible for Discovery’s 25 percent equity investment in Ping An Health, the largest comprehensive medical insurer in China.

To date, Vitality Group’s 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

To work with Vitality members through both email and live chat to provide answers to Vitality program questions and troubleshoot issues with both Vitality and external stakeholders. Additionally, to complete data entry of member submissions.

Key Outputs may include but are not limited to:

• Effectively manage and respond to inquiries as they are sent to you by customers
• Submit requests to the proper departments to prevent recurring issues
• Ensure rapid response and resolution of escalated inquiries
• Maintain and continue to develop knowledge of the Vitality program and identify areas in need of improvement to better our members’ experience
• Identify problems or gaps within current processes and help devise creative solutions to them
• Track, analyze and report on improvements to current processes
• Communicate verbally and/or in writing to both internal and external audiences. Key components of effective communication will include but not limited to:
  • Understanding your audience and its needs
  • Anticipating and preparing for the next questions your audience will ask
  • Properly positioning the information, you are sharing
  • Understanding the impact of the information you are sharing

• Communicate within operations any issues or concerns that arise. This includes loading tickets to ensure system related issues are addressed
• Educate customers on the program as well as navigation of the website
• Capture submitted events
• Other duties as assigned

Requirements

• Microsoft Office
• Customer Focused
• Communicates Effectively
• Situational Adaptability

Preferred:

• Salesforce Experience
• Data Entry Experience

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