Retentions Consultant

Oneplan Underwriting Managers Ltd; Johannesburg; On-site; ZAR 200 000 - 400 000; Full time

Job summary

An established industry player is seeking a dedicated Client Engagement Specialist to enhance client satisfaction and retention. This role involves proactive support, addressing client queries, and building strong relationships with clients and stakeholders. You'll play a vital part in ensuring that clients receive timely feedback and expert advice, while also identifying opportunities to improve service delivery. If you are passionate about client service and have a knack for problem-solving, this is the perfect opportunity to make a meaningful impact in a dynamic environment.

Qualifications

• Minimum of 2-3 years client service and/or sales experience required.
• Grade 12 and relevant qualifications preferred for this role.

Responsibilities

• Ensure high client satisfaction through proactive support and active listening.
• Investigate client queries and provide timely feedback.
• Build and maintain relationships with clients and stakeholders.

Skills

Client Service

Active Listening

Problem Solving

Communication

Relationship Building

Education

Grade 12 with English and a second language

Undergraduate/Postgraduate qualification in related field

RE5 / FAIS Credits

Job description

Job Location : Gauteng, Johannesburg

Deadline : May 04, 2025

Client Engagement

• Ensure a high level of client satisfaction through proactive support and active listening.
• Investigate client queries within the agreed service level and ensure that client receives timeous feedback.
• Escalate client queries to the relevant department or stakeholder.
• Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate service.
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall client targets.
• Provide authoritative expertise and advice to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback, and provides exceptional client service.
• Respond efficiently, accurately and ensure client feels supported and valued.
• Educate clients on the value of our products and services.
• Deal with outstanding debit orders and payment arrangements.
• Respond to incoming requests for payment arrangements and persuade our clients to make payment.
• Secure a promise to pay for the rejected debit.
• Proactively contact clients who are identified as at risk of cancellation and ensure that every opportunity to retain these clients is investigated.
• Identify opportunities to turn dissatisfied clients into happy clients.
• Research billing issues or misapplied payments within determined SLAs and respond to client.
• Follow and adhere to retentions processes, procedures, and protocol.
• Focus on first case resolution as far as possible.

Internal Processes

• Engage with clients to investigate possible reasons for the cancellation of the policy.
• Engage with Finance, Collections and Services department, and with client regarding non-payment of premiums.
• Escalate client queries to the relevant departments and track the resolution of the query.
• Accurately capture client and cancellation information and relevant actions on the system.
• Accurately complete all administrative and reporting requirements within agreed timeframes.
• Achieve set targets on quality and retention.
• Adhere to compliance requirements in the sales process in line with legislative requirements.
• Analyse client behaviour to identify flags for potential cancellation.
• Document client outcomes to add to our knowledge of reasons why clients choose to cancel their services with us.
• Identify new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of client cancellation.
• Gather information about client complaints.
• Provide internal feedback on how to improve client retention.
• Build a culture of respect and understanding across the organisation.
• Recognise outcomes which resulted from effective collaboration between teams.
• Build cooperation and overcome barriers to information sharing, communication, and collaboration across the organization.
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions.

Self-Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
• Demonstrate consistent application of internal procedures.
• Plan and prioritise, demonstrating abilities to manage competing demands.
• Demonstrate abilities to anticipate and manage change.
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organisational needs.

Requirements

Minimum Academic, Professional Qualifications & Experience required for this position:

• Grade 12 with English and a second language.
• Undergraduate / Postgraduate qualification in related field advantageous.
• RE5 / FAIS Credits (Preferred).
• Minimum of 2 – 3 years client service and/or sales experience.
• Previous Retentions experience (Advantageous).