Retention Specialist

Sanlam Limited; Midrand; On-site; ZAR 180,000 - 240,000; Full time

Job summary

MiWay is a direct financial services company within the Sanlam group. The Retentions Advisor will manage cancellation requests, understand client needs and identify solutions to retain insurance cover, delivering exceptional client experiences through effective communication and value-based conversations.

Minimum qualifications include Grade 12, RE5 certificate, and at least 2 years in a call centre for STI personal lines; retention experience is advantageous.

Qualifications

• Grade 12/Standard 10/NQF 4 is required.
• RE5 certificate is required.
• At least 2 years in a call centre for STI personal lines.
• Personal lines retention experience is advantageous.

Responsibilities

• The Retentions Advisor is responsible for supporting client retention by managing cancellation requests, understanding client needs and identifying suitable solutions to retain their insurance cover.
• This role ensures exceptional client experiences through effective communication, objection handling and value-based conversations, while contributing to sustainable business performance and client loyalty.

Skills

Customer Service

Communication skills

Multitasking

Negotiation skills

Education

Grade 12 / Standard 10 / NQF 4

RE5 certificate

Job description

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MiWay is a direct financial services company. We are passionate about service excellence, convenience and offering our clients superior value products. Our Vision is to be a world-class direct financial services business that offers a complete array of services under one convenient umbrella – all managed online. We are positive that with the right people on board, we will continue to grow and give our clients the freedom to do things their way – free from worry and most importantly at peace with all the “what-ifs” of the world. Company values that every employee subscribes to are: Energy, Freedom, Accountability and Attitude. The ideal candidate is one who has the courage to be bold and subscribes to MiWay’s core values! Do you have a positive attitude, love a challenge, treat your colleagues with respect and look for solutions, not problems? If yes, then MiWay is the place for you!

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth.Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

What will you do?

The Retentions Advisor is responsible for supporting client retention by managing cancellation requests, understanding client needs and identifying suitable solutions to retain their insurance cover. This role ensures exceptional client experiences through effective communication, objection handling and value-based conversations, while contributing to sustainable business performance and client loyalty.

Therefore, we focus on our clients' needs; finding new ways to simplify their lives and how they do things.
We give them products, services, and solutions that enable them to live and enjoy life on their own terms – in their own way.

Agile values and principles are strongly embedded in our culture, and they are at the core of how we make decisions and
how we approach adding value within the company.

Minimum Qualification and Experience

• Grade 12/Standard 10/NQF 4
• RE5 certificate

• At least 2 years of experience in a call centre for STI personal lines
• Personal lines retention experience will be advantageous

Deliverables include but will not be limited to

• FAIS Fit and proper or more than 2 years under supervision period left
• Analytical
• Excellent product Knowledge of MiWay’s Products
• Broad knowledge of MiWay as a company and what the differentiators to the industry are.
• A good attendance record is a must
• Great performance track record on your measures
• Flexible
• Tenacity to retain clients
• Great negotiation skills
• Good knowledge of the Industry and competitors will be an advantage
• Excellent Verbal and communication skills
• Self-motivated
• Ability to Multitask

Knowledge and Skills

Customer Service

Quality, compliance and accreditation

Administration

Team Support

Personal Attributes

Communicates effectively - Contributing dependently

Decision quality - Contributing dependently

Action orientated - Contributing dependently

Optimises work processes - Contributing dependently

Core Competencies

Cultivates innovation - Contributing dependently

Customer focus - Contributing dependently

Collaborates - Contributing dependently

Being resilient - Contributing dependently

Drives results - Contributing dependently

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

Our commitment to transformation

At MiWay we believe in cultivating a positive and dynamic working environment that gives you freedom and opportunity to succeed. MiWay is committed to transformation and embracing diversity. This is what drives us to achieve a multicultural workplace with employment equity as a key goal to create an inclusive workforce, reflective of the demographics of our society.