Client Engagement Adviser: Retentions - CPT Bellville (JG10)

Sanlam Limited; Cape Town; On-site; ZAR 240,000 - 360,000; Full time

Job summary

Santam is seeking a Client Engagement Adviser: Retentions to join the Client Engagement Team at our Cape Town offices (Tygervalley). The role focuses on retaining clients by using persuasive skills, addressing their needs, and educating them on product features and value.

The successful candidate will have FAIS compliance, an RE Qualification, and at least 3 years of Personal Lines retention experience, with a proven ability to meet targets and provide exceptional service.

Qualifications

• Retentions experience in Personal Lines insurance.
• RE Qualification and FAIS compliance.
• 3 years’ retention experience in Personal Lines insurance.

Responsibilities

• Retain clients and meet monthly targets with world-class service.
• Address client inquiries and resolve issues to ensure retention.
• Upsell and cross-sell products where appropriate.
• Educate clients on product features, billing, and services.
• Meet KPIs and adhere to workforce management protocols.

Skills

Negotiation

Persuasion

Communication

Customer service

Independent work

Education

RE Qualification

FAIS compliant (150 credits)

Job description

Client Engagement Adviser: Retentions - CPT Bellville (JG10)

• Careers
• Working at Santam
• Benefits
• Join Talent Community

Job Description Client Engagement Adviser: Retentions - CPT Bellville (JG10) Posting Start Date: 25/08/2026 Job Location: South Africa

CAREER OPPORTUNITY

An exciting permanent opportunity has become available within Santam Client Solutions for a Client Engagement Adviser -Retention Adviser to join the Client Engagement Team . The successful incumbent will be based at our offices inTygervalley, Cape Town.

WHAT WILL YOU DO?

The responsibility of the retention adviser is to retain clients while offering world class products and services and achieving targets efficiently and professionally. The successful candidate must demonstrate resilience, ambition and enthusiasm as well as passion for their work and Santam.

• Retain clients by leveraging persuasive skills to identify and address their needs.
• Create opportunities for retention by proactively engaging with clients who have unpaid debit orders.
• Reinstating cancelled policies by applying effective persuasion techniques.
• Address inquiries and ensure client retention through exceptional customer service.
• Educate clients on Santam Direct’s product features, billing processes, service offerings and overall value.
• Meet monthly key performance metrics and adhere to workforce management protocols.
• Drive marketing campaigns through upselling and cross-selling initiatives.
• Research competitive pricing and policy services to provide clients with suitable comparisons and options.
• Perform additional duties as required.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

• Retain clients by leveraging persuasive skills to identify and address their needs.
• Create opportunities for retention by proactively engaging with clients who have unpaid debit orders.
• Reinstating cancelled policies by applying effective persuasion techniques.
• Address inquiries and ensure client retention through exceptional customer service.
• Educate clients on Santam Direct’s product features, billing processes, service offerings and overall value.
• Meet monthly key performance metrics and adhere to workforce management protocols.
• Drive marketing campaigns through upselling and cross-selling initiatives.
• Research competitive pricing and policy services to provide clients with suitable comparisons and options.
• Perform additional duties as required.

QUALIFICATIONS AND EXPERIENCE

• RE Qualification
• FAIS compliant (150 credits)
• 3 years’ experience in Personal Lines insurance: Retentions

KNOWLEDGE AND SKILLS

• Exceptional negotiation and persuasion abilities
• Strong verbal and written communication skills
• Excellent interpersonal and networking capabilities
• Proven track record of adherence to quality standard and compliance
• Strong client service orientation
• Ability to thrive under pressure
• Sound judgement and decision-making skills
• Attention to detail
• Self-motivated with a proactive approach
• Capability to work independently

COMPETENCIES

• Adaptability
• Analytical thinking
• Results-driven mindset
• Conflict resolution
• Emotional self-regulation
• Strong customer service orientation
• Technical proficiency
• Time Management
• Team collaboration

SPECIFIC REQUIREMENTS

There will be a probationary period of three (3) months, which consists of the following two phases:

• There will be a six (6) week training period after which your knowledge will be assessed; and
• On the job evaluation phase during with progress will be measured against your ongoing ability to meet s set target.

WHO WE ARE

Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia.

Our success is rooted in our passion for our clients and everything we do is centered on our delivering client’s freedom from worry. We’re about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees.

At Santam we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.

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