Client Service Consultant: Retentions

5 months ago

Johannesburg, South Africa Sanlam Full time

About the Company- Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia.- Our success is rooted in our passion for our clients and everything we do is centered on our delivery of Insurance Good and Proper. We’re about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees.- Career Opportunity- An exciting opportunity has become available for a Retentions Client Service Consultant within the personal lines contact centre.- Job Description- To offer world class products and services to clients, whilst achieving targets in an inbound and outbound call center environment. By doing so, will support the business in managing churn and growth for Santam- Key Responsibilities- Retaining broker and direct renewals using retention/persuasive skills to identify the client’s need.
- Create opportunities by utilizing proactive retention and persuasive skills on clients with unpaid debit orders.
- Create reinstatement opportunities utilizing competitor knowledge, retention and persuasive skills on cancelled policies.
- Resolve enquiries and retain clients by providing world class client service.
- Educate clients on the Santam Direct product features, billing, service offerings and product value.
- Achieve monthly key performance metrics and adherence to work force management.
- Promote marketing campaigns by upselling and cross-selling.
- Research competitive pricing and policy services in order to provide a competitive price and policy comparisons to suit your client’s need.
- Contacting clients on both the unpaid and reinstatement list daily to request premiums to be paid in and offer the option to reinstate
- Contact brokers daily based on the leads received
- Additional duties as assigned.
- Qualifications and Experience- Matric/ Grade 12
- RE Qualification
- FAIS compliant (150 credits)
- 2 years’ experience in Personal Lines insurance
- Computer Literacy (MS Office package)
- Clear track record in terms of adherence to Quality standard and Compliance
- Skills- Strong verbal and written communication skills
- Excellent interpersonal, communication and networking skills
- Strong client service orientation
- Ability to work under pressure
- Good judgement
- Attention to detail
- Self-motivated and comfortable in taking initiative
- Ability to work independently
- Competencies- Information seeking
- Analytical thinking
- Drive for results
- Initiative
- Emotional self-control
- Customer service orientation

**Build a successful career with us**
- We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters - Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development.**Turnaround time**Our commitment to transformation**
- At Santam we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.

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