Client Retention Specialist: Engagement & Upsell

Santam Insurance; Bellville; On-site; ZAR 300,000 - 420,000; Full time

Job summary

Santam Insurance is looking for a Client Engagement Adviser in Bellville, Western Cape. This permanent role focuses on client retention by leveraging persuasive skills and addressing client inquiries. The ideal candidate has strong negotiation abilities, excellent communication skills, and a RE Qualification with 3 years of experience in Personal Lines insurance. Responsibilities include upselling, educating clients on products, and meeting key performance metrics. Santam is committed to embracing diversity and inclusion in the workplace.

Qualifications

• 3 years’ experience in Personal Lines insurance: Retentions.

Responsibilities

• 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.

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

Education

RE Qualification

FAIS compliant (150 credits)

Job description

Santam Insurance is looking for a Client Engagement Adviser in Bellville, Western Cape. This permanent role focuses on client retention by leveraging persuasive skills and addressing client inquiries. The ideal candidate has strong negotiation abilities, excellent communication skills, and a RE Qualification with 3 years of experience in Personal Lines insurance. Responsibilities include upselling, educating clients on products, and meeting key performance metrics. Santam is committed to embracing diversity and inclusion in the workplace.