Retention Consultant

redember-recruitment; Pretoria; On-site; ZAR 201,000 - 268,000; Full time

Job summary

Red Ember Recruitment seeks a Retention Consultant for a client in Pretoria East. You will contact clients who wish to cancel or have missed payments, understand concerns, and offer tailored retention solutions.

Role focuses on objection handling, arranging payment plans, educating clients on insurance products, and maintaining CRM records, all while ensuring FAIS and TCF compliance and high service standards.

Qualifications

• Matric is required (Essential).
• RE5 Qualification FAIS-compliant or RE5 and/or relevant qualification is advantageous.
• Class of Business is Essential or advantageous.

Responsibilities

• Contact clients who wish to cancel or have missed payments to understand concerns and provide tailored solutions.
• Use strategic objection handling to retain clients and reduce policy lapses.
• Manage and follow up on payment arrangements and outstanding premiums in line with compliance requirements.
• Offer alternative cover, discounts, or payment options to suit client needs.
• Educate clients on the value and relevance of their insurance products.
• Maintain accurate client records on the CRM system.
• Handle all client interactions professionally and empathetically, ensuring FAIS and TCF compliance.
• Liaise with internal departments to resolve client queries efficiently.
• Share insights on trends in cancellations and client objections with management.
• Collaborate with your team, stay self-motivated, and uphold clients' values and compliance standards.

Skills

Retention

Customer care

Sales experience

Education

Matric

RE5 Qualification FAIS-compliant

Class of Business

Job description

Red Ember Recruitment is recruiting for a Retention Consultant for our client in Pretoria East.

Requirements

• Matric (Essential)
• RE5 Qualification FAIS-compliant (RE5 and/or relevant qualification) – advantageous
• Class of Business (Essential and /or advantageous)
• Minimum 2 years Retentions/Customer care/ sales experience (insurance experience preferred)

Key Responsibilities

• Contact clients who wish to cancel or have missed payments to understand concerns and provide tailored solutions.
• Use strategic objection handling to retain clients and reduce policy lapses.
• Manage and follow up on payment arrangements and outstanding premiums in line with compliance requirements.
• Offer alternative cover, discounts, or payment options to suit client needs.
• Educate clients on the value and relevance of the clients' insurance products.
• Maintain accurate client records on the CRM system.
• Handle all client interactions professionally and empathetically, ensuring FAIS and TCF compliance.
• Liaise with internal departments to resolve the client queries efficiently.
• Share insights with management on trends in cancellations and client objections.
• Collaborate with your team, stay self-motivated, and uphold clients' values and compliance standards.