Senior Clerk: Retention

AVBOB South Africa; Centurion; Sur place; ZAR 180 000 - 240 000; Plein temps

Résumé du poste

AVBOB South Africa is seeking a customer-oriented individual for our New Business team. You will perform outbound calls under a compliant script to address outstanding premiums, retain policies, and build long-term customer relationships.

The role involves reviewing payment histories, advising on payment solutions, and updating records. Strong communication and problem-solving skills are essential for success in this position.

Qualifications

• Customer-focused with strong communication abilities.
• Experience handling customer inquiries and resolving issues.
• Familiarity with retention and upsell techniques.

Responsabilités

• Review premium history to determine last payment date and policy status.
• Make outbound calls following a compliance-approved script.
• Provide solutions on outstanding premiums and non-payment scenarios.
• Explain premium debt rules and how they affect policies.
• Advise on payment methods to settle balances.
• Reinstate deductions and secure future payments.
• Document communications, outcomes, and updates in the system.
• Send updated contracts or endorsements where applicable.
• Handle cancellation workflow and verify signatures.
• Update contact details and addresses in the system.
• Determine cancellation reasons and resolve complaints.
• Prepare statistics and reporting for management.
• Call clients to understand cancellation reasons and propose solutions.
• Assist in reducing premiums or adjusting sums insured where appropriate.
• Obtain voice consent or written instruction for premium changes.

Connaissances

Customer service

Communication

Retention strategies

Description du poste

We are looking for a customer orientated individual with excellent communication skills to join our New Business team. To You will be responsible for outbound calls complying with effective quality assurance processes and retention strategies with the aim of building customer relationships to increase loyalty and retain business.

You will be working for a company that is over 100 years old with strong values. In return for your services, you will be paid a competitive remuneration package. You will be working for an organization that values employee development and rewards excellent performance.

Your Responsibilities Will Include The Following

• Review premium history to determine the date premium last paid and status of the policy.
• Initiate calls, through guidance of a compliance approved script
• Initiate calls, providing best solutions on outstanding premiums depending on the nature of non-payment.
• Advise on premium debt on older policies that fall in arrears, explaining the premium debt rules and how it works.
• Advise clients on different types of payment methods to settle the outstanding balance on the policy.
• Reinstate deductions and secure payment for future deductions.
• Document communication, delivery and outcomes on the system.
• Send updated policy contract or an endorsement where applicable
• Receive cancellation letter through workflow system
• Verify the signatures with the original documents
• Update the contact details and addresses
• Determine the cancellations reasons
• Resolve all complaints
• Prepare statistics data and reporting
• Call clients and establish the reasons for cancellation.
• Advise clients on best possible solution based on cancelation reason, by reducing premiums in the case of unaffordability, reduction of sum assured, and removal of lives.
• Obtain voice recorded consent or a written instruction, signed by the policyholder if the policyholder chooses to reduce the premium, remove some of assureds or make the policy paid-up.
• Send the paid up forms to the policy holder