Senior Clerk: Retention (Outbound Calls)

AVBOB Group; Gauteng; On-site; ZAR 200,000 - 260,000; Full time

Job summary

AVBOB Group is seeking a customer-oriented individual for our New Business team to handle outbound calls, follow compliant scripts, and drive retention. The role focuses on premium payment histories, debt resolution, and documenting all interactions in our system.

The position emphasizes strong communication skills and the ability to provide solutions for unaffordability, including paid-up or premium-reduction options, while ensuring accurate data entry and adherence to processes.

Qualifications

• Experience in outbound calls and basic collections.
• Strong communication and active listening skills.
• Familiarity with premium debt concepts and policy terms.

Responsibilities

• Review premium history to determine the date premium last paid and policy status.
• 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

Skills

Outbound calling

Customer retention

Compliance scripts

Premium debt understanding

CRM system

Tools

CRM system

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