Senior Policy Renewal & Retention Specialist

AVBOB South Africa; Centurion; On-site; ZAR 180,000 - 240,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Customer service

Communication

Retention strategies

Job description

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.