Retentions Consultant (6 Month Temporary Contract) Competitive

Afrocentric Group; Gauteng; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading medical services firm based in South Africa is seeking a customer service representative focused on member retention. The ideal candidate will have 1-2 years of call centre experience, preferably in the medical industry, and will be responsible for engaging with clients to resolve queries, contacting members to retain them, and achieving retention targets. A high level of accuracy and excellent communication skills are essential for success in this role. The position offers a competitive salary and benefits.

Benefits

Competitive salary

Health benefits

Training opportunities

Qualifications

• 1 - 2 years call centre experience, preferably in the medical industry.

Responsibilities

• Deliver personal performance within Human Capital frameworks.
• Engage with clients to ensure swift resolution of queries.
• Contact members who wish to terminate membership to retain them.
• Achieve set retention targets and decrease drop-off rate.

Skills

Attention to Accuracy and Detail

Customer Focus

Written and verbal communication skills

Data capturing skills

Education

Grade 12

FAIS accreditation (NQF5)

Representative RE5

CMS registration

Job description

Duties & Responsibilities

Accountabilities :

Client service delivery and quality

• Follow procedures and cooperate with peers and leader for best possible service delivery

Compliance and Risk Management

• Defined legal, statutory and regulatory compliance is maintained at the required standards
• Operational risk and governance structures, measures and frameworks are complied with and necessary action is taken to address issues, when necessary

Financial Management

• Contribute to cost savings within the department to assist with financial goals and targets

Operating Model

• Engage with clients to ensure swift resolution of queries and provide required customer service
• Provide specific, factual and correct progress or feedback to all stakeholders
• Take ownership of all queries, pre-assessments, submission of claims and printing of membership cards
• Meet delivery objectives through working with other team members within and linked to the department / project
• Resolve operational performance variations and problems and elevate unresolved issues to higher levels
• Ensure delivery targets / objectives are met and operate in a supportive manner to achieve successful delivery

Operational Implementation of Strategy

• Keep up to date with operational changes implemented in response to important external influences
• Deliver in a manner that supports and meets operational quality standards and meets the defined departmental priorities
• Perform according to defined operational best practice and identify and implement opportunities for continuous delivery improvement.

Operational Leadership

• Deliver personal performance within Human Capital frameworks and policies to ensure delivery to agreed standards and objectives
• Engage in development, coaching and mentoring
• Support transformation through valuing diversity
• Behave in alignment with the Afrocentric values

Stakeholder Management

• Ensure appropriate, active and informative relationships with customers and relevant stakeholders are successfully achieved
• Address customer or stakeholder complaints in alignment with the policies and procedures and ensuring customer / stakeholder buy-in

Position Specific Outputs

Contact members who wish to terminate their membership with the aim of retaining.

Analyse risk profile of members to determine an acceptable level of risk for retaining purposes.

Work on the different retention campaigns.

Offer possible solutions to retain members.

Work closely with the scheme administrator to execute solutions for members.

Achieve set retention targets.

Decrease the drop off rate of the overall Tendahealth membership base.

Competency Requirements :

Knowledge

• Knowledge and application of processes and procedures
• Knowledge of scheme products and options

Skill

• Attention to Accuracy and Detail
• Customer Focus
• Written and verbal communication skills
• Data capturing skills

  Desired Experience & Qualification

  Experience :

  1 - 2 years call centre experience, preferably in the medical industry

  Qualifications :

  Grade 12 (required), FAIS accreditation (NQF5) (Advantageous), Representative RE5 (Advantageous), and CMS registration (Advantageous).

  Package & Remuneration

  Competitive

  Medical, Health & Social Care

  Pharmaceutical Sector