Retentions Consultant Centurion

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

Job summary

A prominent company in the medical sector is seeking a call center agent to ensure quality client service and retention. The successful candidate will analyze risk profiles, collaborate with team members, and address customer issues. This role requires alignment with Afrocentric values and compliance with industry standards.

Qualifications

• 1-2 years call center experience, preferably in the medical industry.
• FAIS accreditation (NQF5), RE5 registration, and CMS registration are advantageous.

Responsibilities

• Client service delivery and quality - ensure best service delivery.
• Analyze members' risk profiles to determine retention suitability.
• Achieve retention targets and reduce overall membership drop-off rates.

Skills

Attention to detail

Customer focus

Clear communication

Data entry skills

Education

Grade 12 qualification

FAIS accreditation (NQF5)

RE5 registration

CMS registration

Job description

Duties & Responsibilities

1. Accountabilities:
2. Client service delivery and quality - Follow procedures and cooperate with peers and leaders to ensure the best possible service delivery.
3. Compliance and Risk Management - Maintain defined legal, statutory, and regulatory compliance standards. Ensure operational risk and governance measures are followed and address issues proactively.
4. Financial Management - Contribute to cost savings within the department to support financial goals.
5. Operating Model - Engage with clients to resolve queries promptly, provide accurate feedback, and take ownership of all queries, claims, and membership card printing.
6. Meet delivery objectives by collaborating with team members and resolving operational issues, escalating when necessary.
7. Operational Implementation of Strategy - Stay updated on operational changes, deliver quality standards, and seek continuous improvement opportunities.
8. Operational Leadership - Perform within human capital frameworks, engage in coaching and mentoring, and support diversity and Afrocentric values.
9. Stakeholder Management - Build and maintain active relationships with customers and stakeholders, addressing complaints per policies and ensuring buy-in.
10. Position Specific Outputs:
11. Contact members wishing to terminate memberships to retain them.
12. Analyze members' risk profiles to determine retention suitability.
13. Work on retention campaigns, offer solutions, and collaborate with the scheme administrator.
14. Achieve retention targets and reduce overall membership drop-off rates.

Competency Requirements

1. Knowledge: Understanding of processes, procedures, and scheme products.
2. Skills: Attention to detail, customer focus, clear communication, and data entry skills.

Desired Experience & Qualifications

1. 1-2 years call center experience, preferably in the medical industry.
2. Grade 12 qualification is required.
3. FAIS accreditation (NQF5), RE5 registration, and CMS registration are advantageous.

Package & Remuneration: Competitive