Retention Consultant

Red Ember Recruitment (PTY) Ltd; Mayville (ND); On-site; USD 11,000 - 16,000; Full time

Job summary

Red Ember Recruitment (PTY) Ltd is seeking a customer retention specialist to support an insurance-focused team. You will contact clients who wish to cancel or have missed payments, understand concerns, and present tailored solutions.

With FAIS and RE5 qualifications, you will maintain compliant CRM records, handle payment arrangements, and collaborate with internal departments to minimise policy lapses.

Qualifications

• Matric is essential.
• RE5 qualification is essential.
• FAIS-compliant (RE5 and/or relevant qualification) – advantageous.
• Class of Business – essential and/or advantageous.
• Minimum 2 years Retentions/Customer care/sales experience (insurance experience preferred).

Responsibilities

• Contact clients who wish to cancel or have missed payments to understand concerns and provide tailored solutions.
• Use strategic objection handling to retain clients and reduce policy lapses.
• Manage and follow up on payment arrangements and outstanding premiums in line with compliance requirements.
• Offer alternative cover, discounts, or payment options to suit client needs.
• Educate clients on the value and relevance of the clients' insurance products.
• Maintain accurate client records on the CRM system.
• Handle all client interactions professionally and empathetically, ensuring FAIS and TCF compliance.
• Liaise with internal departments to resolve the client queries efficiently.
• Share insights with management on trends in cancellations and client objections.
• Collaborate with your team, stay self-motivated, and uphold clients' values and compliance standards.

Education

Matric

RE5 Qualification

FAIS-compliant

Class of Business

Job description

Requirements

• Matric (Essential)
• RE5 Qualification
• FAIS-compliant (RE5 and/or relevant qualification) – advantageous
• Class of Business (Essential and /or advantageous)
• Minimum 2 years Retentions/Customer care/ sales experience (insurance experience preferred)

Key Responsibilities

• Contact clients who wish to cancel or have missed payments to understand concerns and provide tailored solutions.
• Use strategic objection handling to retain clients and reduce policy lapses.
• Manage and follow up on payment arrangements and outstanding premiums in line with compliance requirements.
• Offer alternative cover, discounts, or payment options to suit client needs.
• Educate clients on the value and relevance of the clients' insurance products.
• Maintain accurate client records on the CRM system.
• Handle all client interactions professionally and empathetically, ensuring FAIS and TCF compliance.
• Liaise with internal departments to resolve the client queries efficiently.
• Share insights with management on trends in cancellations and client objections.
• Collaborate with your team, stay self-motivated, and uphold clients' values and compliance standards.