Retentions Agent

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 done through the execution of targeted retention strategies that directly contribute to business growth and enhanced profitability by expanding the in-force book.

Key Responsibilities:

• Accurately determine the origin and reason for policy cancellations (or potential cancellations).
• Identify the most effective strategy to address policy cancellations or potential cancellations.
• Gain a comprehensive understanding of the customer's portfolio, including comprehensive and value-added products, as well as policy tenure.
• Upsell necessary products based on a client needs analysis and available coverages.
• Provide competitor comparisons when needed, offering options based on cancellation reasons and customer requirements.
• Offer discounting strategies where applicable, based on customer profitability and available options.
• Manage brand reputation effectively, addressing specific customer concerns to protect brand integrity.
• Update customer information across relevant systems as required.
• Comply with all risk and compliance requirements for the role.
• Follow business rules, processes, and system management protocols consistently.
• Adhere to team house rules and maintain performance and quality standards.
• Ensure effective retention of customers, as measured by persistency ratios.
• Facilitate the payment of outstanding premiums to maintain coverage.
• Manage NTU and non-payment rates in alignment with company expectations.

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 period, FAIS Fit & Proper)

Experience and Skills Required:

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

Non-Technical Skills:

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