Outbound Consultant - DWTS

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Business Unit:
Discovery Life

Function:
Call Center / Contact Center

Date: 11 Sept 2026

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating to not only achieve financial success, but to ignite positive and meaningful change within our society.

Discovery Life is an ever growing fast-paced and dynamic environment that provides innovative risk assurance to individual clients. This environment thrives on customer engagement and customer experience as well as mutually beneficial relationships with our brokers and other stakeholders. It is important for our employees to provide world class service to our internal and external clients, thereby ensuring long and sustainable relationships.

The Discovery wills and trust team is made up of dynamic and a passionate group of young individuals, dedicated to guiding clients through one of the most important decisions of their lives – drafting their wills and protecting their legacies. With our unique indemnity product, we go beyond the traditional – offering clients a safeguard that speaks to our commitment to excellence and innovation.

The Outbound Consultant plays a key role in the Wills & Trust department by engaging prospective and existing clients through outbound calls. The primary responsibility is to call clients referred to the department and introduce the company’s Wills and Trust services, qualify client needs, and secure appointments for Testamentary Consultants. This role requires professionalism, strong communication skills, and the ability to build rapport quickly over the phone.

The Outbound Consultant must maintain a professional and client-centric approach at all times, ensuring a positive first impression of the company.

• Prioritise and conduct outbound calls to prospective and existing clients regarding Wills, Trusts, and related estate planning services.
• Qualify leads and determines client suitability or readiness for specialist consultations.
• Secure and schedule appointments with Testamentary Consultant, ensuring diaries are well managed.
• Accurately capture and update client information on the Lead Management System (LMS).
• Follow compliance requirements and adhere to financial services regulations and internal policies.
• Meet daily/weekly/monthly call- and booking targets.
• Provide feedback on client interactions and highlight any trends or recurrent client concerns.

• Client qualification: Deciding whether a client meets the basic criteria (interest, need, or eligibility) before directing them to a Testamentary Specialist.
• Booking management: Choosing appropriate time slots based on client availability and specialist diaries.
• Communication approach: Adjusting tone, script, and objection-handling strategies depending on the client’s responses and source of the lead
• Prioritisation: Deciding which leads to contact first (e.g., based on urgency, source, or system allocation).
• Escalation: Determining when to elevate client queries or concerns to a specialist or manager instead of handling directly.
• Client
  
  Experience:
  
  Often the first point of contact, shaping the client’s perception of the company’s professionalism and care.
• Revenue Generation: Directly influences the number and…