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Sti Retentions Consultant
1 week ago
Job Advert Summary:
The purpose of this role is to nurture the customer relationship and acts as a sales enabler to drive re-purchase loyalty toward PPS Short Term Insurance products and services.
This individual will ensure maximum correlation between customer requirements and PPS Insurance products and/or services to strive for consistent delivery by exceeding customer expectations.
Minimum Requirements:
Qualifications:
- Grade 1
- RE
- A related business administration/communication tertiary qualification would be highly advantageous.
Experience:
- Minimum two years call centre experience of which 12 months must be retentions specific experience in short term insurance or banking industry.
- Knowledge of PPS administration, clerical processes and relevant product knowledge would be advantageous.
Knowledge:
- Full Suite of PPS products.
- PPS systems.
- Retentions.
- Customer Experience Skills.
- Problem Analysis and Problem Solving.
- Strong telephone etiquette.
- Have knowledge of the SA insurance industry.
- Have the ability to assimilate new information quickly.
- Have good conceptual reasoning.
- Have an excellent command of the English language and have strong persuasion skills, display assertiveness and persistence.
- Accountability.
- Confidentiality.
- Logical and analytical thinking.
- Attention to detail.
- Excellent verbal and written communication skills.
- Confident decision making.
- Insurance industry knowledge.
- Insurance industry regulations / codes.
- Initiative and Forward Thinking.
- Relationship building.
Computer Literacy:
- Proficient in MS Office (Word, Excel, and Outlook) and the Internet.
- IAA, PPS Intouch, Service Manage would be advantageous.
Duties and Responsibilities:
- Achieve Retention Targets.
- Nurturing relationships with existing PPS Short Term Insurance customers.
- Customer Service according to agreed Service Level Agreements as stipulated by the department.
- Follow the standard Retentions procedures.
- Adhere to Quality Assurance and Compliance Measures.
- Project the professional and customer focused image of PPS.
- Utilize proactive persuasive/retention skills to turn requests for cancellation into continued business.
- Retain clients through verbal or written communication by handlings claims and complaints.
- Educate customers on active product features & service offerings.
- Follow up on unmet premiums and ensuring their collection.
- Liaise with other departments and insurers and execute policy administration.
- Increase revenue through upselling and crossselling.
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