Senior Clerk: Retention (Outbound Calls)

Avbob; Gauteng; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Avbob is seeking a customer-focused individual to join the New Business team. The role involves outbound calls, following compliant scripts, and strategies to retain policies and increase loyalty.

You will review premium histories, advise on settlement options, and document outcomes in the system. The position emphasizes customer relationships and effective quality assurance practices.

Qualifications

• Strong communication skills and empathy.
• Ability to follow scripted processes while delivering solutions.
• Experience in customer-facing roles is a plus.

Responsibilities

• Review premium history to determine last payment date and policy status.
• Initiate calls using a compliance-approved script and provide solutions on outstanding premiums.
• Explain premium debt rules and options to settle arrears to policyholders.
• Advise on payment methods to settle balances and reinstate deductions for future payments.
• Document communications and outcomes in the system; send updated contracts or endorsements as needed.
• Handle cancellation letters, verify signatures, and update contact details and addresses.
• Identify cancellation reasons, resolve complaints, and prepare statistics for reporting.
• Call clients to understand cancellation reasons and propose best solutions (e.g., premium reductions, sum assured reductions).
• Obtain voice consent or written instruction for premium adjustments and send paid-up forms to policyholders.

Skills

Customer service

Outbound calls

Communication skills

Job description

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