Member Retention

4 days ago

Centurion, South Africa Momentum Metropolitan Holdings Full time

-Introduction

Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations.
We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Metropolitan provides practical financial solutions for people, communities and businesses.
Role Purpose
Engage with clients to determine their requirements and recommend relevant products in order to achieve sales targets and retain clients.
Requirements
- 3-4 Years experience in a sales environment
- Understanding of the insurance industry Customer client service experience
- On-the-job training qualifications
- Specific licensing or registration
- Financial Regulatory Exam Formal qualification
- Matric Certificate/ Grade 12 Qualification, Formal qualifications
- Bachelor of Commerce degree
- Excellent written and verbal communication skills Good time management
- Manage individual customer accounts Attention to detail Negotiation skills
- Problem solving skills Organisation Skills, Knowledge of MMH products Knowledge of Competitor products
- Knowledge of company related policy Knowledge of legislative requirements Knowledge of compliance requirements in sales Basic financial knowledge.
Duties & Responsibilities
- Internal Process Engage with clients to investigate possible reasons for the cancellation of the policy.
- Based on client needs engage with the clients to highlight the features and benefits of various products based on their financial wellness needs and in order to support and guide their decision making process.
- Escalate client queries to the relevant departments and track the resolution of the query.
- Accurately capture client and cancellation information and relevant actions on the system.
- Accurately complete all administrative and reporting requirements within agreed timeframes.
- Achieve set targets on quality and retention. Adhere to compliance requirements in the sales process in line with legislative requirements.
- Follow up with clients on outstanding/missed premiums Analysing customer behavior to identify flags for potential cancellation. Gathering information about customer complaints Developing retention strategies based on customer feedback.
- Client Services Investigate client queries within the agreed service level and ensure that client receives timeous feedback.
- Escalate client queries to the relevant department or stakeholder. Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate service.
- Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets Provide authoritative, expertise and advice to clients and stakeholders.
- Build and maintain relationships with clients and internal and external stakeholders.
- Deliver on service level agreements and made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
- Make recommendations to improve client service and fair treatment of clients within area of responsibility Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
- Proactively build and maintain client relationships by presenting our innovative and trustworthy product offerings through professional and credible Financial Advisory services.
- People Develop and maintain productive and collaborative working relationships with peers and stakeholders Positively influence and participate in change initiatives.
- Continuously develop own expertise in terms of professional, industry and legislation knowledge.
- Contribute to continuous innovation through the development, sharing and implementation of new ideas Take ownership for driving career development.
- Finance Identify solutions to enhance cost effectiveness and increase operational efficiency. Manage financial and other company resources under your control with due respect.

Provide input into the risk identification processes and communicate recommendations in the appropriate forum.
Competencies

Examining Information
- Analyses and processes information asks probing questions strives to find solutions to problems.
- Establishing Report

Builds rapport and puts people at ease is engaging and welcomes people finds it easy to make friends.

Convincing People:

- Is comfortable having to persuade others shapes opinions by being outspoken seeks to negotiate with others. Articulating Information
- Is articulate in giving presentations is eloquent and explains

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