Insurance Retention Agent D

2 weeks ago

Johannesburg, South Africa FirstRand Full time

About us, purpose, experience and qualifications

**about us**:

- make a promise
- be deeply invested
- value our differences
- build trust, not territory
- have courage
- always do the right thing

**purpose**:
Interacts with existing customers to perform various retention related activities, which includes cross-selling, suggestion of alternative products, resolution of customer queries and unhappiness and product education to maximize customer experience and positively impact retention.

**experience and qualifications**:

- Minimum Qualification : Grade 12
- Preferred Qualification : Fully qualified and accredited FAIS representative to provide advice on Long
- Term insurance Category B1 products
- Experience : At least 3 years’ experience in customer retention/ sales within the insurance industry, preferably the long-term insurance industry
- Knowledge of the long-term insurance industry and long-term insurance product knowledge
- Person must not be an unrehabilitated insolvent
- **additional requirements**:
**responsibilities**:

- Perform various retention related activities, which includes cross-selling, suggestion of alternative products, product education, especially on the product value propositions to maximize customer experience and positively impact retention
- Provide excellent customer service at all times by interacting with existing customers to perform various retention related activities
- Identify potential customer escalations, resolve and where possible and communicate to management team.
- Handle customer queries in a timely and professional manner as required by departmental policies and procedure and resolve customer questions in regard to service delivery and products and product value propositions.
- Ensure that the retentions team complies with the goals, objectives and standards of the organization in order to meet customer satisfaction, profitability, attrition rates, deadlines and risk management.
- Identification and provide guidance regarding irregularities/ gaps during the sales process.
- Manage own development to increase own competencies.
- Manage performance, skills development, employment equity, talent and culture of team in order to improve innovation to achieve efficiencies and increase competencies.

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