Retentions Specialist

1 week ago

Johannesburg, South Africa Dalitso Holdings Full time

Responsible for implementing customer retention programmes and initiatives to increase loyalty and retain business.

**Duties**:

- Ensure sales targets that measure outputs and outcomes that relate to customer experience are met.
- Enforce retention process end to end as per Standard Operating Procedures.
- Ensure proper capacity planning (Work Force Management) for the Retentions team to deliver on the KPAs.
- Submit weekly and monthly retention reporting as and when needed.
- Drive up-selling to existing for purpose of business growth and sustainability.
- Offer downgrade of products to retain customers.
- Liaise with collections team to ensure the resolution of queries on VAPS for successful payment of premiums.
- Ensure that daily debits have run.
- Build positive working relationships with customers for repeat businesses.
- Effectively manage complex retention queries.
- Ensure payment schedules go out to the various brokers/schemes.
- Contribute to the development of new strategies for customer retention activities.
- Gather information from existing customers about customer service and customer complaints.
- Develop retention campaigns and initiatives based on customer feedback, to drive customer retention.
- Manage and influence Lapse ratio reduction.
- Manage the day-to-day activities of the Retentions Agents, including scheduling and the evaluation of work for adherence to standards and ways of work.
- Perform customer negotiations to renew contracts and retain business and reach a fair conclusion from both business and customer perspective.
- Work with the Sales team in implementing sales promotion activities.
- Deliver product presentations and demonstrations to customers.

**Qualifications and Experience**:

- NQF Level 7: Bachelor's degree in Sales, Customer Service, or related field / National Diploma
- RE5.
- 5 - 7 years retentions/ collections within insurance industry (Essential).
- 2 - 3 years Sales experience (Essential).
- Ability to liaise effectively with stakeholders on all levels
- Ability to multitask.
- Experience in sales, customer retention or customer service, ideally with up-selling and cross-selling within in the insurance sector.

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