Retentions Agent

**THE JOB AT A GLANCE**

As a Retentions Agent, you will be responsible for contributing to RML’s strategic deliverables by communicating with customers, members, and employees to increase loyalty and retain their business or service.

**WHAT WILL YOU DO?**

**Customer Retention**
- Effectively manage retention queries
- Submit daily, weekly, and monthly collection and retention reporting.
- Ensure all payments from policyholders are updated so that the commissions
- payment file can be generated.
- Contact policyholders who have given notice or whose debit order have been
- returned by the bank and investigate reasons why the policyholder wants to resign or did not honour their debit orders and persuade the policyholder to reconsider.
- Update Policyholder records(notes) as per discussions and outcome with policyholder.
- Escalate any matter to team leader.
- Prepare lapses and cancellations feedback.
- Ensure that debit files are run, and ad-hoc debit requests are sent within the SLA.
- Ensure that payment schedules are sent within SLA for payments to be made on time

**Customer Service**
- Respond to customer queries and address service complaints in a timely manner.
- Track contracts that are soon to be expired and contact customers for renewals.
- Communicate updates to customers for anniversary upselling.
- Provide excellent customer services and ensure customer satisfaction.
- Build positive working relationships with customers for repeat businesses.
- Explain customers about new products and benefits.

**Sales**
- Advise customers of new product offerings.
- Upsell where possible.
- Downgrade when necessary to retain.

**WHAT YOU'LL BRING TO THE TABLE?**
- NQF Level 6: Diploma in sales, marketing, or related field
- RE5
- Exposure to Employee Benefits ( Advantage )
- 3 - 5 years retentions/ collections within insurance industry (Essential)
- 2 - 5 years Sales experience (Essential)
- Ability to manage the collection and retention of member’s process
- Ability to liaise effectively with all stakeholders on all levels.
- Effective verbal communication skills
- Excellent influencing skills
- Results / target orientated benefits

**WHAT WILL YOU GET IN RETURN?**

We offer great opportunities for personal and professional development in a stable company that’s 127 years strong. The role comes with a competitive salary package and various benefits. Flexible work arrangements (combination of remote and in the office). Furthermore, you will be a part of a dedicated group of colleagues who value teamwork and collaboration.

**Turnaround time**

**Closing Date: 18 May 2023**

**Our Commitment to transformation**:

- NQF Level 6: Diploma in sales, marketing, or related field
- RE5
- Exposure to Employee Benefits ( Advantage )
- 3 - 5 years retentions/ collections within insurance industry (Essential)
- 2 - 5 years Sales experience (Essential)
- Ability to manage the collection and retention of member’s process
- Ability to liaise effectively with all stakeholders on all levels.
- Effective verbal communication skills
- Excellent influencing skills
- Results / target orientated benefits