Insurance Retention Agent D

1 week ago


Johannesburg, Gauteng, South Africa FirstRand Full time
About us, purpose, experience and qualifications

about us:

- make a promise
- be deeply invested
- value our differences
- build trust, not territory
- have courage
- always do the right thing

purpose:

  • Interacts with existing customers to perform various retention related activities, which includes crossselling, suggestion of alternative products, resolution of customer queries and unhappiness and product education to maximize customer experience and positively impact retention

experience and qualifications:

  • Minimum Qualification : Grade 1
  • Preferred Qualification : Fully qualified and accredited FAIS representative to provide advice on Long
  • Term insurance Category B1 products
  • Experience : At least 3 years' experience in customer retention/ sales within the insurance industry, preferably the longterm insurance industry
  • Knowledge of the longterm insurance industry and longterm insurance product knowledge
  • Person must not be an unrehabilitated insolvent
    additional requirements:

responsibilities:

  • Perform various retention related activities, which includes crossselling, suggestion of alternative products, product education, especially on the product value propositions to maximize customer experience and positively impact retention
  • Provide excellent customer service at all times by interacting with existing customers to perform various retention related activities
  • Identify potential customer escalations, resolve and where possible and communicate to management team.
  • Handle customer queries in a timely and professional manner as required by departmental policies and procedure and resolve customer questions in regard to service delivery and products and product value propositions.
  • Ensure that the retentions team complies with the goals, objectives and standards of the organization in order to meet customer satisfaction, profitability, attrition rates, deadlines and risk management.
  • Identification and provide guidance regarding irregularities/ gaps during the sales process.
  • Manage own development to increase own competencies.
  • Manage performance, skills development, employment equity, talent and culture of team in order to improve innovation to achieve efficiencies and increase competencies.


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