Client Retention Specialist (Short-Term Insurance)

Absa Group; Johannesburg; On-site; ZAR 420,000 - 640,000; Full time

Job summary

Absa Group in Johannesburg is seeking a client retention specialist with 3 to 5 years’ experience in Short-Term Insurance to support policy servicing, renewals and customer relations. You will handle policy cancellations, negotiate premiums, upsell insurance products and drive retention while maintaining FAIS compliance and delivering dynamic, quality customer service.

The role requires strong communication, problem-solving and a proven track record of improving portfolio persistency and

Qualifications

• 3 to 5 years’ experience within Short-Term Insurance.
• Minimum 2 years’ experience in client retention, policy servicing, sales support, customer relations, or portfolio management.
• Experience handling policy cancellations, premium negotiations, renewals, and customer retention strategies.
• Sound understanding of personal and commercial insurance products.
• Strong track record of achieving retention and customer satisfaction targets.
• FAIS Fit and Proper Requirements Applicable to this Role (Advice and Intermediary Service): FSCA-Approved Qualification Regulatory Exam for Representatives (RE5) Experience As Per the FAIS Act Product Specific Training once Onboarded Class Of Business Training Continuous Professional Development Attest To Honesty, Integrity, and Good Standing.
• Engage with clients who intend to cancel, lapse, or amend their insurance policies.
• Identify client concerns and provide suitable retention solutions.
• Build and maintain long-term client relationships through proactive engagement.
• Conduct policy reviews to ensure cover remains relevant to client needs.
• Retain premium income and improve portfolio persistency.
• Negotiate retention solutions while balancing customer needs and business objectives.
• Resolve customer queries, concerns, and service-related issues effectively.
• Collaborate with underwriting, claims, and service teams to enhance customer outcomes.
• Maintain accurate records of all customer interactions and retention activities.
• Monitor retention trends and provide recommendations to improve customer loyalty and retention performance.
• Ensure compliance with FAIS requirements, regulatory standards, and Treating Customers Fairly (TCF) principles.

Responsibilities

• Engage with clients who intend to cancel, lapse, or amend their insurance policies.
• Identify client concerns and provide suitable retention solutions.
• Build and maintain long-term client relationships through proactive engagement.
• Conduct policy reviews to ensure cover remains relevant to client needs.
• Retain premium income and improve portfolio persistency.
• Negotiate retention solutions while balancing customer needs and business objectives.
• Resolve customer queries, concerns, and service-related issues effectively.
• Collaborate with underwriting, claims, and service teams to enhance customer outcomes.
• Maintain accurate records of all customer interactions and retention activities.
• Monitor retention trends and provide recommendations to improve customer loyalty and retention performance.

Education

FETC

Job description

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Belonging at Absa

Absa is committed to creating an inclusive workplace where everyone can thrive. We are an equal opportunity employer and welcome applications from suitably qualified individuals from diverse backgrounds. In support of our Diversity, Equity, Inclusion and Belonging (DEIB) commitments and Employment Equity objectives, preference may be given to candidates from underrepresented designated groups, including persons with disabilities. We encourage applicants who may require reasonable accommodation during the recruitment process to let us know so that appropriate support can be provided.

Job Summary

3 to 5 years’ experience within Short-Term Insurance. Minimum 2 years’ experience in client retention, policy servicing, sales support, customer relations, or portfolio management. Experience handling policy cancellations, premium negotiations, renewals, and customer retention strategies.Sound understanding of personal and commercial insurance products.Strong track record of achieving retention and customer satisfaction targets.To deliver dynamic customer service by answering incoming calls timeously, resolving customer queries and upselling other idirect Insurance products on offer. Offer financial advice to the customer and handle retentions.

Job Description

• 3 to 5 years’ experience within Short-Term Insurance.
• Minimum 2 years’ experience in client retention, policy servicing, sales support, customer relations, or portfolio management.
• Experience handling policy cancellations, premium negotiations, renewals, and customer retention strategies.
• Sound understanding of personal and commercial insurance products.
• Strong track record of achieving retention and customer satisfaction targets.Customer satisfaction, call resolution, quality assurance of service and calls, and compliance. FAIS Fit and Proper Requirements Applicable to this Role (Advice and Intermediary Service): FSCA-Approved Qualification Regulatory Exam for Representatives (RE5) Experience As Per the FAIS Act Product Specific Training once Onboarded Class Of Business Training Continuous Professional Development Attest To Honesty, Integrity, and Good Standing
• Engage with clients who intend to cancel, lapse, or amend their insurance policies.
• Identify client concerns and provide suitable retention solutions.
• Build and maintain long-term client relationships through proactive engagement.
• Conduct policy reviews to ensure cover remains relevant to client needs.
• Retain premium income and improve portfolio persistency.
• Negotiate retention solutions while balancing customer needs and business objectives.
• Resolve customer queries, concerns, and service-related issues effectively.
• Collaborate with underwriting, claims, and service teams to enhance customer outcomes.
• Maintain accurate records of all customer interactions and retention activities.
• Monitor retention trends and provide recommendations to improve customer loyalty and retention performance.
• Ensure compliance with FAIS requirements, regulatory standards, and Treating Customers Fairly (TCF) principles.

Education

Further Education and Training Certificate (FETC)