Retentions Consultant

**Main purpose of the job**

The successful incumbent will build client relationships through engagement in determining their requirements and recommending relevant products in order to reduce lost business and achieve retention targets. Core focus to retain clients and minimise lost business.

**Client Engagement**
- Ensure a high level of client satisfaction through proactive support and active listening
- 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 client 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
- Respond efficiently, accurately and ensure client feels supported and valued
- Educate clients on the value of our products and services
- Deal with outstanding debit orders and payment arrangements
- Respond to incoming requests for payment arrangements and persuade our clients to make payment
- Secure a promise to pay for the rejected debit
- Proactively contact clients who are identified as at risk of cancellation and ensure that every opportunity to retain these clients are investigated
- Identify opportunities to turn dissatisfied clients into happy clients
- Research billing issues or misapplied payments within determined SLA’s and respond to client
- Follow and adhere to retentions processes, procedures and protocol
- Focus on first case resolution as far as possible

**Internal Processes**
- Engage with clients to investigate possible reasons for the cancellation of the policy.
- Engage with Finance, Collections and Services department, and with client regarding non-payment of premiums
- 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.
- Analyse client behaviour to identify flags for potential cancellation.
- Document client outcomes to add to our knowledge of reasons why clients choose to cancel their services with us
- Identify new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of client cancellation
- Gather information about client complaints
- Provide internal feedback on how to improve client retention

**Work collaboratively**
- Build a culture of respect and understanding across the organisation
- Recognise outcomes which resulted from effective collaboration between teams
- Build cooperation and overcome barriers to information sharing, communication and collaboration across the organization
- Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

**Self-Management**
- Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
- Plan and prioritise, demonstrating abilities to manage competing demands
- Demonstrate abilities to anticipate and manage change
- Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

**Minimum Academic, Professional Qualifications & Experience required for this position**
- Grade 12 with English and a second language
- Undergraduate/Postgraduate qualification in related field advantageous
- RE5/FAIS Credits (preferred)
- Minimum of 2 - 3 years client service and/or sales experience
- Previous Retentions experience (Advantageous)

**Functional Competencies**
- Literacy - Have excellent reading, writing and interpersonal skills
- Ability to respond according to TAT
- Client Relationship Management
- Maximise Service Performance
- Query Resolution
- Build & Develop Client Centric Capabilities
- Deliver on Client Expectations
- Knowledge Sharing
- Driving Excellence through Client Experience

**Essential**
- Evaluating Problems
- Investigate Issues
- Problem Solving
- Building Relationships
- Communicating Information
- Showing Resili