Outbound Consultant - DWTS (Sandton-based)

Discovery is a leading South African organisation focused on making people healthier and enhancing and protecting their lives. The company promotes an innovative, fast-paced working environment where talented and self-driven employees are encouraged to deliver meaningful results while supporting Discovery’s broader purpose.

Discovery Life provides innovative risk assurance solutions to individual clients and places strong emphasis on customer engagement, service excellence, and sustainable relationships with clients, brokers, and other stakeholders. The Discovery Wills and Trusts department consists of a dynamic team that helps clients make important decisions about drafting wills and protecting their legacies.

Discovery Life is currently looking for an Outbound Consultant – DWTS to join its Call Center / Contact Center function in Sandton. The successful candidate will engage prospective and existing clients through outbound calls, introduce Wills and Trust services, assess client needs, and arrange appointments with Testamentary Consultants.

Responsibilities include:

• Conduct outbound calls to prospective and existing clients regarding Wills, Trusts, and related estate planning services.
• Qualify leads and determine whether clients are suitable or ready for specialist consultations.
• Secure and schedule appointments with Testamentary Consultants.
• Manage appointment diaries effectively and ensure suitable time slots are arranged.
• Accurately capture and update client information on the Lead Management System (LMS).
• Follow compliance requirements, financial services regulations, and internal company policies.
• Meet daily, weekly, and monthly call and booking targets.
• Provide feedback on client interactions and identify recurring client concerns or trends.
• Prioritise leads based on factors such as urgency, lead source, or system allocation.
• Adjust communication approaches, scripts, and objection-handling techniques according to client responses.
• Escalate client queries or concerns to the appropriate specialist or manager when necessary.
• Contribute to a positive client experience as one of the first points of contact with Discovery.
• Support revenue generation by securing quality appointments and improving lead conversions.
• Maintain accurate client information to support operational efficiency and specialist workflow.
• Support compliance and risk management by ensuring client interactions are properly handled and documented.

Qualifications Required:

• Matric/Grade 12 qualification.
• Previous experience in outbound calling, telemarketing, or client booking roles.
• Experience in the financial services industry will be an added advantage.
• Excellent verbal communication and listening skills.
• Strong relationship-building abilities.
• Good organisational and time-management skills.
• Ability to work effectively toward deadlines.
• Strong attention to detail.
• Target-driven approach with resilience in a fast-paced outbound calling environment.
• Working knowledge of Microsoft Office.
• Intermediate-level technical skills.
• Ability to learn quickly and adapt to changing situations.
• Strong problem-solving and decision-making abilities.
• Ability to build trust and interact effectively with different clients.
• Results-oriented approach.
• Ability to work effectively as part of a team.

Personal attributes include:

• Values-driven approach.
• Optimistic attitude.
• Willingness to learn on the job.
• Resilience.
• Ability to instil trust.
• Strong people skills.
• Results-driven mindset.
• Problem-solving ability.

How to Apply:

Interested candidates should apply for the Outbound Consultant – DWTS position through the official Discovery Careers platform. The position is based in Sandton, South Africa, within Discovery Life’s Call Center / Contact Center function.

Discovery is an equal opportunities employer. Its approved Employment Equity Plan and targets will be considered during the recruitment process, and applications from people with disabilities are welcomed.