Client Retention Advisor: Insurance Solutions

Sanlam Limited; South Africa; Presencial; ZAR 180.000 - 240.000; Jornada completa

Descripción de la vacante

MiWay is seeking a Retentions Advisor to support client retention by handling cancellation requests, understanding client needs and offering suitable solutions to retain insurance cover. You will communicate effectively, handle objections, and contribute to client loyalty and sustainable business performance.

The role focuses on delivering exceptional customer experiences, maintaining relationships, and using CRM data to support retention efforts and service excellence across a dynamic direct

Formación

• Grade 12/Standard 10/NQF 4.
• RE5 certificate.
• At least 2 years of experience in a call centre for STI personal lines.
• Personal lines retention experience will be advantageous.

Responsabilidades

• Customer Service - Level 3 - Process Specialist: Carry out a range of customer service activities, including handling customer cases and inquiries that are more complex or outside the norm.
• Product/Service Information: Provide advanced product/service information.
• Resolving Customer Issues: Respond to basic customer issues, such as returns, and elevate issues appropriately. Supports the Ombudsman process by providing call records, customer communication history, payment information, and explanations related to customer disputes or complaints.
• Customer Relationship Management (CRM) Data: Enter relevant information into the CRM system after each contact with a customer to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Customer Relationship Management / Account Management: Make calls (by telephone or in person) to allocated existing customers to maintain relationships. Provide a first point of contact for resolving customer queries and complaints.

Descripción del empleo

MiWay is seeking a Retentions Advisor to support client retention by handling cancellation requests, understanding client needs and offering suitable solutions to retain insurance cover. You will communicate effectively, handle objections, and contribute to client loyalty and sustainable business performance.

The role focuses on delivering exceptional customer experiences, maintaining relationships, and using CRM data to support retention efforts and service excellence across a dynamic direct