Client Payments & Retention Specialist

Oneplan Underwriting Managers (Pty) Ltd.; Gauteng; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Oneplan Underwriting Managers (Pty) Ltd. is seeking a proactive Customer Communication specialist to manage outbound calls, respond to customer requests within SLA, and secure promises to pay on rejected debits.

You will explain products, update details in CRM systems, and provide accurate information by phone and email. You will maintain product knowledge, handle payment arrangements, investigate billing issues, and drive first-call resolution while delivering exceptional client service across

Responsibilities

• Conduct outbound calls and respond to customer requests within the determined SLA
• Achieve the purpose of the call which is to secure a promise to pay for the rejected debit
• Respond to incoming requests for payment arrangements and persuade our customers to make payment
• Explain products and update customer details in computer system (CRM, DB & related systems)
• Provide customers with product and service information via appropriate methods (email and by telephone call)
• Policy amendments and product upgrade/ downgrades and dealing with related queries
• Maintain excellent knowledge of our portfolio of products and services to understand and pre-empt customers’ needs
• Identify opportunities to turn dissatisfied customers into happy customers by resolving relevant queries
• Document customer outcomes to add to our knowledge of reasons why customers choose to reject their debit orders with us
• Follow-up on customer enquires not immediately resolved, within determined SLA’s
• Research billing issues or misapplied payments within determined SLA’s and respond to client
• Follow and adhere to customer care processes, procedures and protocol
• Focus on first call resolution as far as possible

Job description

Oneplan Underwriting Managers (Pty) Ltd. is seeking a proactive Customer Communication specialist to manage outbound calls, respond to customer requests within SLA, and secure promises to pay on rejected debits.

You will explain products, update details in CRM systems, and provide accurate information by phone and email. You will maintain product knowledge, handle payment arrangements, investigate billing issues, and drive first-call resolution while delivering exceptional client service across