Retentions Consultant - Menlo Park

SUMMARY:

Role Purpose

Key Responsibilities

• Contact customers who wish to cancel their policies or have missed payments to understand their concerns and identify appropriate solutions.
• Use effective objection-handling techniques to retain customers and reduce policy lapses.
• Manage and follow up on payment arrangements and outstanding premiums in line with compliance requirements.
• Offer alternative cover options, discounts or payment solutions where appropriate.
• Educate customers on the value and relevance of available insurance products.
• Maintain accurate and up-to-date customer records on the CRM system.
• Handle all customer interactions professionally, empathetically and in accordance with FAIS and Treating Customers Fairly (TCF) requirements.
• Liaise with internal departments to resolve customer queries and issues efficiently.
• Identify trends in cancellations, objections and customer concerns and provide relevant feedback to management.
• Work collaboratively with the Retentions Team to achieve retention targets and service standards.
• Remain self-motivated and results-driven while maintaining high levels of professionalism and compliance.
• Uphold organisational values, policies and regulatory requirements.

POSITION INFO:

Role Requirements

• Grade 12 / Matric – Essential.
• RE5 Qualification.
• FAIS-compliant qualification – advantageous.
• Relevant Class of Business – essential and/or advantageous depending on the product portfolio.
• Minimum 2 years’ experience in Retentions, Customer Care, Sales or a similar customer-facing role.
• Previous experience within the insurance industry will be advantageous.
• Experience handling customer cancellations, objections, payment issues or account queries will be advantageous.
• Familiarity with CRM systems and basic computer applications.
• Knowledge of customer retention principles and sales techniques will be advantageous.
• Understanding of FAIS and TCF requirements.

Key Competencies

• Excellent verbal and written communication skills.
• Strong interpersonal and relationship-building abilities.
• Empathy and the ability to build rapport with customers.
• Strong objection-handling and negotiation skills.
• Excellent problem-solving abilities.
• Customer-focused approach.
• Results-driven and target-oriented.
• Strong attention to detail and administrative accuracy.
• Ability to work effectively in a fast-paced environment.
• Strong teamwork and collaboration skills.
• Self-motivated with the ability to work independently.
• High level of professionalism, integrity and compliance awareness.