Retention Consultant

-Introduction

Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations.
Role Purpose
- Retain clients and minimise lost business
- Engage with clients on 1st and 2nd unpaid premiums
- Retain corporate clients paying via stop order
- Engage with clients to determine their requirements and recommend relevant products in order to reduce lost business and achieve reissue, reisntatements and sales targets
Requirements

**Formal qualifications**
- Matric Certificate/ Grade 12 Qualification
- RE 5
- Wealth Management NQF Level 5 or FAIS Credits and/or a suitable tertiary qualification

**Specific licensing or registration**
- Financial Regulatory Exam
- CPD Hours

**Experience**
- 3-4 Years experience in a sales and retention environment
- 2-3 years experience in long term and short term insurance
- 2-3 years experience in business to businesiis/ worksite marketing
- Understanding of the insurance industry
- Understanding of worksite marketing
- Relationship building
- Customer/ client service experience
Duties & Responsibilities

**Internal Processes**
- Engage with clients to investigate possible reasons for the cancellation of the policy.
- Engage with Human Resources/Human Capital, Payrol personel regarding non-payment of premiums
- Engage with Human Resources/Human Capital, Payrol personel regarding employee movements/ joiners and leavers
- 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
- Articulating Information
- Following Procedures
- Establishing Rapport
- Showing Composure
- Upholding Standards
- Convincing People
- Valuing Individuals

Policy

We are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.