Insurance Retentions Agent (Call Centre) Mr Price Money

Mr Price Group; Durban; On-site; ZAR 180 000 - 240 000; Full time

Job summary

A leading retailer in Durban is seeking a motivated Retentions Agent to join their dynamic team. The role involves retaining customers through effective communication and resolution of complaints, ensuring customer satisfaction, and minimizing policy cancellations. Required qualifications include a Matric (Grade 12) and 1–2 years of experience in customer retention, preferably in the insurance sector. Competitive compensation package offered.

Qualifications

• 1–2 years of experience in a customer retention role, preferably within the insurance or financial services industry.
• Certifications: RE5 Certification / FAIS Accreditation.
• Familiarity with industry regulations including FSB Compliance, Code of Conduct, POPI Act, and the National Credit Act (NCA).

Responsibilities

• Handle inbound and outbound calls related to customer complaints and cancellation requests.
• Effectively communicate the benefits of insurance policies to customers.
• Respond promptly to cancellation requests and offer tailored solutions.

Skills

Customer service

Multilingual communication

Empathy

Education

Matric (Grade 12)

Job description

Description

We are seeking a motivated and customer-focused Retentions Agent to join our dynamic team. The primary responsibility of this role is to retain existing policyholders acquired through telemarketing efforts by addressing their concerns, resolving issues, and promoting the value of our insurance products. This role plays a critical part in maintaining customer satisfaction and minimizing policy cancellations.

Responsibilities

• Handle inbound and outbound calls related to customer complaints, cancellation requests, and escalations with professionalism and empathy.
• Effectively communicate the benefits of insurance policies and utilize approved retention tools and techniques to persuade customers to maintain their coverage.
• Respond promptly to cancellation requests, investigate underlying concerns, and offer tailored solutions to retain the customer.
• Ensure all cancellation processes are completed within the required 30-day timeframe to avoid regulatory fines and penalties.
• Strive to resolve customer issues in a timely and satisfactory manner, contributing to overall customer loyalty and retention metrics.

Requirements

• Matric (Grade 12) is essential.
• 1–2 years of experience in a customer retention role, preferably within the insurance or financial services industry.
• Certifications (Advantageous): RE5 Certification / FAIS Accreditation
• Familiarity with industry regulations including FSB Compliance, Code of Conduct, POPI Act, and the National Credit Act (NCA).
• Multilingual capability