Service Consultant (Commissions) – Discovery Central Services
Company: Discovery Limited
Industry: Financial Services, Health Insurance & Life Insurance
Business Unit: Discovery Central Services – Commissions Department
Department / Function: Call Center / Contact Center
Location: Sandton, Johannesburg, Gauteng, South Africa
Position Type: Full-Time Permanent
Posted Date: 5 August 2026
Closing Date: Open / Rolling Applications
About Discovery & The Service Consultant Role
Discovery Limited is a leading global financial services organization operating across health insurance, life assurance, wellness (Vitality), and investments.
The Commissions Department within Discovery Central Services is seeking a client-centric Service Consultant to join their contact center team. In this specialized role, you will act as the primary operational link between Discovery and its national network of brokerages and franchises. You will handle telephonic and email queries regarding broker commission payouts, billing statements, financial reconciliations, and product structures across Discovery Health, Discovery Life, Group Life, and Vitality.
Key Responsibilities & Core Workstreams
In this financial contact center role, your daily operational deliverables will cover four primary servicing pillars:
1. Inbound Servicing & Broker Support
- Query Resolution: Answer inbound call queues promptly, addressing telephonic and email queries from brokerages, franchise partners, and financial advisors.
- Product Queries: Provide operational support across Discovery Health, Discovery Life, Group Life, and Vitality billing systems.
2. Financial Reporting & Billing Statements
- Report Generation: Compile and distribute accurate commission, billing, and payout reports to broker houses.
- Billing Reconciliations: Resolve complex commission discrepancies, statement adjustments, and payment queries.
3. Process Optimization & Internal Controls
- Process Improvement: Review operational workflows and recommend enhancements to improve service efficiency.
- Control Compliance: Implement and adhere to internal risk and compliance controls to maintain data governance standards.
4. Operational Support
- Administrative Tasks: Execute administrative functions, prioritize high-urgency broker queries, and perform ad-hoc tasks requested by contact center management.
Candidate Profile & Experience Requirements
To qualify for entry into this position, candidates must meet the following criteria:
- Minimum Educational Qualification: Matric Certificate / Grade 12.
- Essential Experience: Minimum of 1 year of contact center / call center experience within the financial services, insurance, or banking industry.
- Advantageous Criteria (Not Mandatory):
- 1 year of call center experience dealing directly with insurance brokers or financial advisors.
- 1 year of hands-on experience supporting Discovery Life / Health products.
- A tertiary qualification (Diploma, Degree, or Post-graduate qualification).
- Key Soft Skills & Competencies: Excellent written and verbal communication, client-centric problem-solving, high attention to detail, strong time management, and ability to work under high pressure.
- Location: Based in or able to commute to Sandton / Johannesburg, Gauteng.
What Discovery Offers
- Top Financial Services Brand: Gain valuable experience at one of Africa’s leading financial services and wellness institutions.
- Comprehensive Product Exposure: Develop expertise in Discovery Health, Life, Group Life, and Vitality financial platforms.
- Career Advancement: Structured internal mobility paths into corporate operations, broker relationship management, and financial administration.
Career Advice for Discovery Applicants
- Highlight Financial Contact Center Skills: Explicitly detail your 1+ years of call center experience, high call volume management, and financial query resolution on page 1 of your CV.
- Emphasize Broker & Discovery Experience: If you have prior experience working with insurance brokers or Discovery systems, feature this prominently in your summary.
- Align with Discovery Values: Highlight your commitment to integrity, compliance, and client-centricity in your application responses.
Sample Contact Center Interview Questions
Broker Servicing & Conflict Resolution
- Question (Broker Support): “How would you handle an urgent call from an irate broker whose monthly commission statement shows a billing discrepancy?”
- Question (Pressure Management): “How do you maintain call quality, SLA compliance, and data accuracy when handling high inbound call volumes during peak month-end periods?”
How to Apply
Submit your application directly through the official Discovery careers portal:
- Company: Discovery Limited
- Business Unit: Discovery Central Services (Commissions)
- Role: Service Consultant
- Location: Sandton, Gauteng