Retention Consultant
6 months ago
Key Responsibilities of the Position:
- Deploy retention strategies to retain existing clients.
- Maintain and update records of business sold and adhere to company administration
policies and procedures.
- Show tolerance and patience in understanding client’s complaints, reason for cancellation
and other issues and positively turn the call around
- Achieve daily, weekly, and monthly retention targets and company performance standards.
- Identify reason for cancellations, return debits, lapses, and surrenders and bring to the
attention of the Admin Manager to effectively work together to reduce the number of
cancellations.
- Establish, build, strengthen and maintain key relationships with clients and to increase client
loyalty.
- Address and resolve all client’s queries relating to policy administration.
- Attend to Return Debits ,Cancellations, Lapses and surrenders received from all
communication channels.
- Demonstrate the value of Shackleton Life Product Offering’s to clients.
- Proactively suggest improvements in clients’ retentions
- Always maintain QA Standards and FAIS requirements.
- Ensure quality and compliance standards are met.
- Build positive client’s relationships and solve or escalate client queries and complaints.
- Manage time and workloads to ensure that deadlines and targets are met.
**Requirements**:
- Extensive experience in a contact center with a proven sales track record.
- Extensive product knowledge of all Shackleton Life Products
- Knowledge and understanding of the Shackleton Life Systems
- Completion of the RE exams would be an advantage.
- Recognized qualification in Long/Short Term would be an advantage.
- Excellent customer service
- Basic Report Writing Skills
- Sound skills in problem solving, communication and computer literacy.
- Ability to work as part of a team.
**Salary**: R6,000.00 per month
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