Retention Consultant (Afrikaans)

Telesure Investment Holdings (TIH); Johannesburg; On-site; ZAR 180,000 - 240,000; Full time

Job summary

TIH in Johannesburg seeks a customer service professional to retain policies and grow client relationships. You will use approved retention strategies, handle various KPIs, and troubleshoot customer problems while applying solid product knowledge.

You will identify opportunities to secure new business or support retention, clarify needs, present propositions, and ensure compliance with regulatory codes. The role emphasizes service quality, problem solving, and ongoing personal development within

Qualifications

• Matric/Grade 12 or SAQA Accredited Equivalent (Essential)
• Regulatory Exam 5 (Advantageous); FAIS credits, CPD hours and COB (Advantageous)

Responsibilities

• Provide quality customer service and identify opportunities to secure new business or support retention.
• Process cases, handle complex queries, and investigate and resolve customer problems.
• Clarify customer needs; present standard materials and ask relevant questions to evaluate interest and identify further information needs.
• Identify products or services that meet the customer’s stated needs and propose configurations; explain alternatives to influence retention.
• Help manage customers by carrying out standard activities; maintain compliance with policies and regulatory codes.

Skills

Customer service

Relationship management

Problem solving

Product knowledge

Upselling / propositions

Education

Matric/Grade 12

Regulatory Exam 5 (Advantageous)

Job description

Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.

Job Purpose

Facilitate the retaining of policies through company approved retention strategies. Focus on maintaining customer relationships, meeting various KPIs and troubleshooting specific customer problems. Has a solid knowledge of products, their characteristics, and market. Focus on growth of brand and process alternative solutions to meet customer needs.

Responsibilities

Customer Service Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems. Customer Needs Clarification Set clear objectives for each call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer’s level of interest and to identify and respond to areas requiring further information or explanation. Sell Customer Propositions Identify the products or services that best meet the customer’s stated needs, use personal expertise to propose quantities and product configurations, explain alternative solutions to the customer and influence the customer to retain their business. Customer Management Help manage customers by carrying out standard activities. Operational Compliance Develop knowledge and understanding of the organisation’s policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorisation when required from a supervisor or manager for any exceptions from mandatory procedure. Performance Management Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance and KPI’s. Personal Capability Building Keep abreast with current changes in internal policies and procedures. Develop capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Education

Matric / Grade 12 or SAQA Accredited Equivalent (Essential) Regulatory Exam 5 (Advantageous); FAIS credits, CPD hours and COB (Advantageous)