Retention Consultant

**ABOUT THE COMPANY**

Telesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of South Africa’s leading financial long
- and short-term insurance providers. Our portfolio includes South Africa’s most loved and recognisable brands such as 1st for Women, Auto & General, Budget, Dialdirect, Virseker and 1Life. Employee Benefits Administration via our Hippo Advisory Services, which includes health insurance, provident fund and group life administration. Hippo is South Africa's first comparison website and compares insurance, other personal finance products, travel, health, money, travel, cars from a range of South African brands. We’re pioneers with a hunger for the best, bringing customer-focused innovation and service excellence to the financial services industry. We’re an undivided team of diverse thinkers and doers who believe in leading through technology and pushing beyond limits.

**JOB PURPOSE**

Facilitate the retaining of policies through company approved retention strategies. Focus on maintaining customer relationships, meeting various KPIs and troubleshooting specific customer problems. Has a solid knowledge of products, their characteristics, and market. Focus on growth of brand and process alternative solutions to meet customer needs.

**RESPONSIBILITIES**

**Customer Service**

Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems

**Customer Needs Clarification**

Set clear objectives for each call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

**Sell Customer Propositions**

Identify the products or services that best meet the customer's stated needs, use personal expertise to propose quantities and product configurations, explain alternative solutions to the customer and influence the customer to retain their business.

**Customer Management**

Help manage customers by carrying out standard activities

**Operational Compliance**

Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization when required from a supervisor or manager for any exceptions from mandatory procedure.

**Performance Management**

Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance and KPI's.

**Personal Capability** **Building**

Keep abreast with current changes in internal policies and procedures. Develop capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

**TECHNICAL COMPETENCIES**

**Verbal Communication**

Use clear and effective verbal communications skills and provide technical guidance when required on expressing ideas, requesting actions and formulating plans or policies.

**Computer skills**

Support business processes by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed. Outlook - Basic; AS 400 - Intermediate; EMC-Intermediate; IEX- Basic; Datanet.

**Commercial Acumen**

**Direct Sales**

Work with guidance to maximize the volume of an amendment sale.

**Customer and Market** **Analysis**

Conduct research and analyze data in order to develop a comprehensive understanding of customer and market conditions in STI under supervision.

**Action Planning and Work Scheduling**

Develop appropriate plans or perform necessary actions based on recommendations and requirements under supervision.

**EDUCATION**

**General Education**
- Matric / Grade 12 or SAQA Accredited Equivalent (Essential)
- Regulatory Exam 5 (Advantageous)

**EXPERIENCE**

**General Experience**
- 1 year sales experience (Essential)
- 1 year retentions experience (Advantageous)

**TOOLS**

**Telephone**

system Avaya