Member Experience Representative

The Levelup; Gauteng; On-site; ZAR 20 000 - 40 000; Full time

Job summary

An established industry player is seeking a dedicated Retentions Agent to enhance customer loyalty and drive business growth. In this role, you will utilize your expertise in retention strategies to minimize policy cancellations and maximize customer satisfaction. You will engage with clients to understand their needs, offer tailored solutions, and maintain compliance with all regulatory requirements. This position offers a dynamic work environment where your contributions directly impact the company's success. Join a team that values client relationships and strives for excellence in service delivery.

Qualifications

• 2+ years as a retention or sales agent in short-term insurance.
• Strong knowledge of Short-Term Personal Lines and products.

Responsibilities

• Determine reasons for policy cancellations and address them effectively.
• Upsell products based on client needs and manage brand reputation.

Skills

Retention Strategies

Sales Skills

Customer Service

Compliance Knowledge

Attention to Detail

Education

Matric / Grade 12

RE5

Class of Business

FETC: Short-term Insurance NQF4

Tools

Microsoft Office Suite

Job description

Join to apply for the Retentions Agent role at Level Up.

Role Overview

The Retentions Agent plays a key role in achieving the company's objectives by ensuring the retention of policies across all channels and brands. This is achieved through targeted retention strategies that contribute to business growth and profitability by expanding the in-force book.

Key Responsibilities

1. Accurately determine the origin and reason for policy cancellations or potential cancellations.
2. Identify effective strategies to address cancellations.
3. Gain a comprehensive understanding of the customer's portfolio, including products and policy tenure.
4. Upsell necessary products based on client needs and available coverages.
5. Provide competitor comparisons and options based on cancellation reasons and customer requirements.
6. Offer discounting strategies where applicable, considering customer profitability.
7. Manage brand reputation by addressing customer concerns.
8. Update customer information in relevant systems.
9. Comply with all risk and compliance requirements.
10. Follow business rules, processes, and system protocols.
11. Adhere to team rules and maintain performance standards.
12. Ensure effective customer retention, measured by persistency ratios.
13. Facilitate payment of outstanding premiums to maintain coverage.
14. Manage NTU and non-payment rates aligned with company expectations.

Minimum Qualifications

• Matric / Grade 12
• RE5 (Non-Negotiable)
• Class of Business (Non-Negotiable)
• FETC: Short-term Insurance NQF4 or higher (Non-Negotiable)
• Compliance with regulatory requirements (e.g., DOFA, FAIS)

Experience and Skills

• Minimum 2 years as a retention or sales agent in a short-term insurance call center.
• At least 1 year of outbound call center sales experience.
• Strong knowledge of Short-Term Personal Lines.
• Familiarity with Short-Term Personal Lines Insurance Products.
• Advanced sales skills.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel).

Non-Technical Skills

• Strong communication skills, both verbal and written.
• Excellent telephone and email etiquette.
• High attention to detail.
• Client-focused approach.
• Compliance and rule-oriented mindset.
• Ability to work under pressure in a target-driven environment.
• Self-motivated and adaptable.
• Capable of working independently.
• Team player with a pleasant demeanor.
• Strong administrative and time management skills.
• Computer literate.