Retention Advisor

4 weeks ago

Johannesburg, South Africa Metropolitan Life Full time

**Introduction**

Metropolitan is one of the oldest financial services brands in South Africa. With a 125-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security.

Metropolitan operates in South Africa, but the brand is also present in 12 African countries including, Namibia, Botswana, Kenya, Ghana, Nigeria, Lesotho, and Swaziland. Metropolitan provides financial wellness solutions that meet the needs of low income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance.**Role Purpose**

Engage with clients to determine their requirements and recommend relevant products in order to achieve sales targets and retain clients.

**Requirements**:

- Matric certificate
- Bachelor of Commerce degree
- Financial Regulatory Exam
- 3-4 years experience in a sales environment
- Understanding of the insurance industry
- Customer/client service experience
- 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
- Excellent written and verbal communication skills
- Good time management
- Manage individual customer accounts
- Attention to detail
- Negotiation skills
- Problem solving skills
- Organisation skills

**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
- Establishing Rapport
- Convincing People
- Articulating Information
- Showing Composure
- Valuing Individuals
- Following Procedures
- Upholding Standards

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