Retention Advisor

SmartRecruiters, Inc.; Centurion; On-site; ZAR 180,000 - 300,000; Full time

Job summary

OUTsurance in South Africa is seeking a retention advisor to handle difficult calls, retain clients, and ensure they remain part of the OUTsurance family.

You will resolve client queries and complaints professionally, aligning with quality standards and OUTsurance values, with a focus on cross-selling and exceptional service.

The ideal candidate has extensive sales and customer service experience in financial services, FAIS RE5 preferred, and the resilience to meet targets.

Qualifications

• Extensive sales and customer service experience in financial services.
• FAIS RE5 regulatory exams completed preferred.
• Experience in handling challenging client interactions with professionalism.

Responsibilities

• Handle difficult calls to retain clients and keep them within the OUTsurance family.
• Resolve client queries and complaints according to quality standards and company values.
• Cross-sell existing policies while maintaining high levels of service and client satisfaction.

Skills

Sales

Customer service

Communication

Negotiation

Persuasion

Computer literacy

Administrative skills

Independence

Education

FAIS RE5 completed

Job description

OUTsurance has been propelling the South African insurance industry forward for the last 28 years. As leaders in the field, we’re always looking for innovative ways to create digitally-advanced solutions, without losing sight of our human values.

Our continued success can be attributed to OUTstanding employees who set the bar high with their energy and expertise. If you’re keen to grow your career in a vibrant environment with lots of friendly ‘gees’, this could be the career opportunity you’ve been looking for.

What do you get OUT?

• OUTsurance has been voted Top Employer South Africa since 2022. Our people vision is to be a great company to work for where you always get something OUT.

We offer our employees:

• A winning, fun and inclusive company culture that embraces diversity.
• Great Rewards and Recognition programs.
• Benefits (Medical Aid, Pension fund, Group life and Disability benefits)Growth opportunities (we hire talent, train skill and promote values driven leaders from within)
• Wi-Fi on campusand Emergency Panic-Assist through the OUTsurance app
• Employee wellness programs: Free Counselling, Legal Advice and Financial Coaching for you and your members of household.
• A chance to give back (Staff Helping SA OUT volunteer program) and much more…
• Casual Dress Code
• Central office location with shuttles to and from the Gautrain station and Centurion Taxi Rank
• Onsite Clinic, Canteen, Carwash, Barber, Beauty Salon and Sports facilities
• Maternity Expressing Rooms
• Prayer Rooms

Job Description

Our retention advisors are responsible for handling difficult calls. It is their responsibility to retain clients and make sure these clients remain part of the OUTsurance family.

Dealing with client queries and complaints on all levels in a competent, efficient and professional way, in accordance with the quality standards that are in place and in accordance with the values of OUTsurance.

Qualifications

• Applicants that have been working in the financial services industry prior to December 2010, preference will be given to applicants with their FAIS Regulatory Exams (RE5) completed. Applicants without prior financial advice experience will not be prejudiced

Additional Information

Required Competencies & Personal Attributes:

• Extensive Sales and Customer service experience is essential
• Responsible to cross-sell existing policieswhile maintaining excellent customer service
• The following previous experience would be advantageous:
  • Call centre experience in client centric or sales environment
  • Experience in the Insurance and/or Short Term Insurance industry
  • Working in an environment where salary was linked to performance and/or commission structure
• An ideal candidate will be able to align their personal work values to the OUTsurance

Attributes:

• Meeting and exceeding sales targets
• Deadline and results oriented
• Client service oriented
• Attention to detail which will result in excellent work quality/standard
• Resilient (must be able to push through and succeed in the face of adversity)
• Enthusiastic and passionate about the job and the company
• Effective planning and organising/work management skills
• Adaptability (be able to adapt to different clients and work situations)
• Integrity (Honesty is a core value of the company)
• High tolerance for stress
• Ambitious with drive to succeed
• Highly motivated individual driven by monetary reward and recognition
• Client Service enthusiasts (going the extra mile for clients and company)
• Must be able to work independently towards individual targets/goals

Skills:

• Above average selling skills and ability
• Great listening skills in order to respond appropriately to clients questions, concerns and complaints ensuring an awesome customer service experience
• Excellent Interpersonal and communication skills
• Excellent negotiation and persuasion skills to overcome objections
• Solid computer literacy skills, such as excellent keyboard skills and being able to navigate around various computer applications, respond to emails etc.
• Solid administrative skills in order to produce great quality service to clients

At OUTsurance our value of HUMAN is more than just a poster on the wall. It’s a key part of our culture and we are committed to fostering an inclusive and diverse workplace that reflects the communities we serve. We actively encourage applications from persons with disabilities. In support of our Employment Equity objectives, we strive to create equal opportunities for all and also welcome candidates from designated groups who meet the role requirements.