RETENTIONS AGENT

Description:

RESPONSIBILITIES

• Accurately identify the origin and reason for policy cancellations (or cancelled policies).
• Determine the most appropriate approach of responding to the customer after identifying the cause for the policy cancellation (or potential policy cancellation).
• Gain an understanding of the customer’s portfolio with the business across comprehensive products; value added products and any other offerings (including policy tenure).
• Effectively upsell required products as determined by a client needs analysis and available coverages.
• Apply or provide competitor comparisons where necessary relative to the cancellation reason and customer needs in order to provide options to customers.
• Where appropriate, offer discounting strategies relative to customer profitability and options available.
• Engage in effective brand reputation management aligned to specific customer concerns in order to limit brand damage and integrity.
• Update key customer information across all relative systems as required.
• Adhere to all required risk and compliance requirements as stipulated for the role.
• Adhere to all business rules, business processes and system access and management regulations on an on-going basis.
• Adherence to agreed house rules for the team and environment aligned to key performance and quality standards at all times.
• Effective retention of customers for the business across all channels and brands measured by agreed persistency ratios.
• Arrange for the payment of outstanding premiums to ensure cover is in place.
• Ensure that NTU and non-payment rates are managed effectively in line with company requirements.

Requirements:

• Accurately identify the origin and reason for policy cancellations (or cancelled policies).
• Determine the most appropriate approach of responding to the customer after identifying the cause for the policy cancellation (or potential policy cancellation).
• Gain an understanding of the customer’s portfolio with the business across comprehensive products; value added products and any other offerings (including policy tenure).
• Effectively upsell required products as determined by a client needs analysis and available coverages.
• Apply or provide competitor comparisons where necessary relative to the cancellation reason and customer needs in order to provide options to customers.
• Where appropriate, offer discounting strategies relative to customer profitability and options available.
• Engage in effective brand reputation management aligned to specific customer concerns in order to limit brand damage and integrity.
• Update key customer information across all relative systems as required.
• Adhere to all required risk and compliance requirements as stipulated for the role.
• Adhere to all business rules, business processes and system access and management regulations on an on-going basis.
• Adherence to agreed house rules for the team and environment aligned to key performance and quality standards at all times.
• Effective retention of customers for the business across all channels and brands measured by agreed persistency ratios.
• Arrange for the payment of outstanding premiums to ensure cover is in place.
• Ensure that NTU and non-payment rates are managed effectively in line with company requirements.

• Matric/Grade 12
• FETC: Short-term Insurance NQF4 or better (Non-Negotiable)
• RE5 (Non-Negotiable)
• Class of Business (Non-Negotiable)
• Meet the regulatory requirements (e.g. DOFA period, FAIS Fit & Proper)

• At least 2 years’ experience as a retentions or sales agent in a short-term insurance call centre environment.
• 1 year outbound call centre sales experience
• Knowledge of Short-Term Personal Lines Technical Elements
• Knowledge of Short-Term Personal Lines Insurance Products
• Advanced Sales Skills
• Proficiency using Microsoft Office – Outlook, Word and Excel

• Excellent verbal and written communication skills
• Excellent Telephone and Email Etiquette
• High attention to detail
• High focus on the client experience
• Compliance and Rule Orientated
• Ability to work under pressure in a deadline/target driven environment
• Self-Starter
• Adaptable
• Ability to work with little supervision.
• Must be a team player with a pleasant disposition.
• Solid Administration Skills
• Ability to manage their time effectively
• Computer literate

REQUIREMENTS

QUALIFICATIONS

• Matric/Grade 12
• FETC: Short-term Insurance NQF4 or better (Non-Negotiable)
• RE5 (Non-Negotiable)
• Class of Business (Non-Negotiable)
• Meet the regulatory requirements (e.g. DOFA period, FAIS Fit & Proper)

EXPERIENCE

• At least 2 years’ experience as a retentions or sales agent in a short-term insurance call centre environment.
• 1 year outbound call centre sales experience
• Knowledge of Short-Term Personal Lines Technical Elements
• Knowledge of Short-Term Personal Lines Insurance Products
• Advanced Sales Skills
• Proficiency using Microsoft Office – Outlook, Word and Excel

SKILLS AND KNOWLEDGE

• Excellent verbal and written communication skills
• Excellent Telephone and Email Etiquette
• High attention to detail
• High focus on the client experience
• Compliance and Rule Orientated
• Ability to work under pressure in a deadline/target driven environment
• Self-Starter
• Adaptable
• Ability to work with little supervision.
• Must be a team player with a pleasant disposition.
• Solid Administration Skills
• Ability to manage their time effectively
• Computer literate