Retentions Consultant

6 months ago

Johannesburg, South Africa Belmar Personnel Full time

**Randburg**
**Main Purpose of the Job**

To communicate with customers to increase loyalty and retain their business or service. You will speak with customer or employees over the phone or in-person and will often need to quickly devise solutions to problems you are presented with. You will be required to negotiate directly with customers to ensure their loyalty to find a mutually beneficial solution. You will be expected to balance the organizations desire to keep the customer with the potential revenue that the customer represents, and the costs associated with retaining them.

**Key Responsibilities and Accountabilities**
- Policy retention (saves) as per the guidelines provided in the Retention SOP.
- Making contact with clients whos premiums have not been paid or stopped.
- Policy reinstatements (following cancellation) as per the guidelines provided in the Retention SOP.
- Identify and resolves customer issues through existing and creative retention techniques
- Exercise creative negotiation and upselling technique to motivate customers to continue the relationship with SAU
- Negotiate with Customers within the approved and documented guidelines as per the Retentions SOP.
- To maintain a healthy profitable relationship with clients and brokers
- Educate customers on active product features & service offerings
- Increase revenue through up-selling and cross-selling
- 24 hours turn
- around time on client queries
- Provide outstanding customer service, troubleshoot and resolve service and monitor technical problems for customers by asking appropriate questions

**Key Performance Measures**
- The key performance measures are decided and agreed upon at the start of each financial year. They will be incorporated into the score card for the financial year.
- Targets will be discussed in team and one-on-one sessions
- Below 80% kpa will lead to Performance Management

**Requirements**:
Negotiation skills
- Cultural sensitivity
- Listening skills
- Conflict Handling and resolution skills
- Ability to motivate self and others
- Communication Skills (Verbal and Written)
- Influencing Skills
- Time management
- Attention to detail
- Flexible within parameters
- Confident
- Responsible and honest
- Creative problem solving
- Ability to work under pressure
- Experience in Personal Lines Insurance, processes and administration
- Excellent telephone Etiquette
- FAIS Compliant
- RE
- FAIS credits
- Class Of Business
- Continuous Professional Development 12 hours/points per cycle yearly
- Be a team player and take responsibility for own development initiatives Deal with client queries timorously in an open, professional and empathetic manner Provide professional and correct advice and ensure that client's interests are safeguarded at all times Customer service you need excellent client or customer service skills to successfully assist and interact with customers, members, and employees
- Patience this role requires a high degree of patience, as you need to gather information related to customer dissatisfaction and determine how to best resolve the situation
- Conflict resolution you need to be skilled at conflict resolution and should be able to navigate situations where customers are unhappy with the company
- Problem-solving skills effective problem-solving is central to this position. You need to think on your feet to provide solutions to customer issues or complaints
- Communication skills You should be a strong written and verbal communicator.
- Be computer literate with experience in Microsoft Office and Outlook
- Have a minimum of 3 years experience in Personal Lines Insurance
- Have a COP or higher insurance qualifications
- Be computer literate with experience on MS Word, Outlook, IMS and iSuite
- Work accurately and pay attention to detail
- Be able to work under pressure and handle irate clients in a composed manner
- RE5
- Full insurance credits

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