Retention Consultant : BI

Telesure Investment Holdings; Johannesburg; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading investment company in Johannesburg seeks a Retention Consultant to facilitate policy retention strategies and enhance customer relationships. The ideal candidate will have sales experience and a strong ability to meet KPIs. Responsibilities include identifying new business opportunities, managing customer inquiries, and ensuring operational compliance. A strong educational background and relevant sales experience are essential for this role.

Qualifications

• Matriculated or equivalent qualification is essential.
• 2+ years of sales experience is essential.
• 1 year of experience in retentions is advantageous.

Responsibilities

• Provide a quality service to customers while identifying new business opportunities.
• Set clear objectives for each call and evaluate customer interest.
• Help manage customers through standard activities.
• Ensure compliance with organizational policies and procedures.
• Prioritize workflow to meet productivity and quality standards.
• Engage in personal capability building through training.

Skills

Customer relationship management

Sales expertise

KPI achievement

Education

Matric / Grade 12 or SAQA Accredited Equivalent

RE 5

STI Qualification

FAIS recognised qualification

Class of Business Certification

Job description

Job title

Retention Consultant : BI

Job Location

Gauteng, Johannesburg

Deadline

November 14, 2025

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)
• RE 5 (Advantageous)
• STI Qualification (Advantageous)
• FAIS recognised qualification (Advantageous)
• Class of Business Certification (Advantageous)

Experience

• 2 or more years sales experience (Essential)
• 1 year retentions experience (Advantageous)