Retentions Agent

1 week ago

Johannesburg, South Africa Rand Mutual Assurance Full time

**THE JOB AT A GLANCE**

As a Retentions Agent, you will be responsible for contributing to RML’s strategic deliverables by communicating with customers, members, and employees to increase loyalty and retain their business or service.

**WHAT WILL YOU DO?**

**Customer Retention**
- Effectively manage retention queries
- Submit daily, weekly, and monthly collection and retention reporting.
- Ensure all payments from policyholders are updated so that the commissions payment file can be generated.
- Contact policyholders who have given notice or whose debit order have been returned by the bank and investigate reasons why the policyholder wants to resign or did not honour their debit orders and persuade the policyholder to reconsider.
- Update Policyholder records(notes) as per discussions and outcome with policyholder.
- Escalate any matter to team leader.
- Prepare lapses and cancellations feedback.
- Ensure that debit files are run, and ad-hoc debit requests are sent within the SLA.
- Ensure that payment schedules are sent within SLA for payments to be made on time.

**Customer Service**
- Respond to customer queries and address service complaints in a timely manner.
- Track contracts that are soon to be expired and contact customers for renewals.
- Communicate updates to customers for anniversary upselling.
- Provide excellent customer services and ensure customer satisfaction.
- Build positive working relationships with customers for repeat businesses.
- Explain customers about new products and benefits.

**Sales**
- Advise customers of new product offerings.
- Upsell where possible.
- Downgrade when necessary to retain.

**WHAT YOU'LL BRING TO THE TABLE?**
- NQF Level 6: Diploma in sales, marketing, or related field
- RE5
- 2 - 5 years retentions/ collections within insurance industry (Essential)
- 2 - 5 years Sales experience (Advantageous)
- Ability to manage the collection and retention of member’s process
- Ability to liaise effectively with all stakeholders on all levels.
- Effective verbal communication skills
- Excellent influencing skills
- Results / target orientated.

**WHAT WILL YOU GET IN RETURN?**

We offer great opportunities for personal and professional development in a stable company that’s 127 years strong. The role comes with a competitive salary package and various benefits. Flexible work arrangements (combination of remote and in the office). Furthermore, you will be a part of a dedicated group of colleagues who value teamwork and collaboration.

**Turnaround time**

**Closing Date**:
**1 September**

**Our Commitment to transformation**:

- NQF Level 6: Diploma in sales, marketing, or related field
- RE5
- 2 - 5 years retentions/ collections within insurance industry (Essential)
- 2 - 5 years Sales experience (Advantageous)
- Ability to manage the collection and retention of member’s process
- Ability to liaise effectively with all stakeholders on all levels.
- Effective verbal communication skills
- Excellent influencing skills
- Results / target orientated.

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