Retentions Agent

Edge Executive Search Group; Johannesburg; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Medical Aid Contribution

Provident Fund Contribution

Commission opportunities

Job summary

Edge Executive Search Group assists a leading insurer in Johannesburg in recruiting a Retentions Agent dedicated to reducing policy cancellations and boosting customer loyalty. You will manage client portfolios, promote products, and execute tailored retention strategies in a fast-paced, client-focused environment.

The role requires 2+ years in insurance or customer service, strong communication, and proficiency with CRM systems and Microsoft Office.

Qualifications

• 2+ years of experience in insurance or customer service.
• Strong understanding of compliance and risk management.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office and CRM systems.
• Able to work effectively in a team and manage time efficiently.
• Telephone etiquette and customer service skills.

Responsibilities

• Analyze reasons for policy cancellations and develop retention strategies.
• Manage customer portfolios, promoting products and policy tenure.
• Upsell relevant products through client needs analysis.
• Provide competitor comparisons and discounting strategies.
• Support brand reputation by addressing customer concerns.
• Maintain accurate customer data across systems, ensuring compliance.
• Follow internal processes and system access protocols.
• Support retention goals by managing outstanding premiums and reducing NTU.

Skills

Excellent communication

Compliance & risk management

Customer service

Team collaboration

Time management

Telephone etiquette

Tools

Microsoft Office

CRM systems

Job description

Seize the opportunity to be a key player in a dynamic insurance environment where your expertise will directly influence customer retention and business growth. Our client, a respected leader in the insurance industry, is seeking a dedicated Retentions Agent to bolster their team, ensuring customer loyalty and optimal policy management within a fast‑paced, client‑focused setting.

Where You’ll Make an Impact

• Accurately analyze the reasons behind policy cancellations and develop strategic responses to retain valued clients.
• Understand and manage customer portfolios, promoting comprehensive products, value-added services, and policy tenure considerations.
• Effectively upsell relevant products through thorough client needs analysis and tailored offerings.
• Provide competitor comparisons and offer discounting strategies aligned with customer profitability and needs.
• Engage in brand reputation management by addressing customer concerns professionally to protect and enhance company image.
• Maintain accurate customer data across all systems, ensuring compliance with risk and regulatory requirements.
• Adhere strictly to internal processes, business rules, and system access protocols.
• Support customer retention goals by managing outstanding premiums, reducing NTU and non‑payment rates, and ensuring policies remain active.

Requirements

• Minimum of 2 years’ experience in insurance or customer service roles.
• Strong understanding of compliance and risk management.
• Excellent communication skills, both written and verbal.
• Proficiency in Microsoft Office and customer relationship management systems.
• Proven ability to work effectively in a team and manage time efficiently.
• Telephone etiquette and customer service skills.

Nice to Have

• Experience with email communication and conflict resolution.

Benefits

• Medical Aid Contribution
• Provident Fund Contribution
• Commission opportunities

If you are ready to contribute to a company that values customer loyalty and professional growth, we invite you to apply today. Join a team committed to excellence and make a meaningful impact in the insurance sector.