Personal Lines Retentions Consultant

Personal Lines Retentions Consultant

Location: Johannesburg

Posted on: Posted Yesterday

Job Requisition ID: JR-

Let's Write Africa's Story Together Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Experience, Knowledge & Skills Required

1. Matric and or equivalent
2. Relevant insurance related qualifications.
3. 2 - 3 years' or more experience in Short Term Insurance
4. FAIS compliance will serve as an advantage

Provides a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards.

Provides specialist product and service knowledge that may lead to sales generation.

1. Product / Service Information: Provide advanced product / service information and respond to basic customer questions about the product / service.
2. Customer Order Processing: Record and process custom / special customer orders, often dealing with ambiguous delivery expectations.
3. Resolving Customer Issues: Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required.
4. Customer Relationship Development / Prospecting: Make calls (by telephone or in person) to allocated customers to develop new relationships.
5. Act as a first point of contact for resolving customer queries and complaints.
6. Customer Relationship Management (CRM) Data: Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
7. Customer Needs Clarification: Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.
8. Renewals: Provide exceptional service to customers to encourage continued use of the organization's products / services.
9. Operational Compliance: Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards.
10. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
11. Personal Capability Building: Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.
12. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

1. Consultative Selling
2. Customer Complaint Management
3. Customer Feedback Management
4. Customer-Focused
5. Customer Relationship Management (CRM) Software
6. Customer Service
7. Customer Service Operations
8. Customer Understanding
9. Data Management
10. Digital Consumer Engagement
11. Identifying Sales Opportunities
12. Probing Questions
13. Sales Data Management
14. Strengthening Customer Relationships
15. Upselling

1. Action Oriented
2. Communicates Effectively
3. Customer Focus
4. Decision Quality
5. Ensures Accountability
6. Interpersonal Savvy
7. Manages Ambiguity
8. Manages Complexity

NQF Level 3 & NQF Level 2 - Below school leaving

31 March, 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

About Us: Old Mutual is a premium African financial services organisation that offers a broad spectrum of financial solutions to retail and corporate customers across key market segments in 14 countries.

The lines of business include Life and Savings, Property and Casualty, Asset Management and Banking and Lending. We are rooted in our purpose of Championing Mutually Positive Futures Every Day and believe that a great customer experience is anchored in a great employee experience.