Sti Retentions Consultant

1 week ago


Johannesburg, Gauteng, South Africa PPS Recruitment Full time

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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