Retentions Consultant - Menlo Park

The Retentions Consultant is responsible for retaining customers post-sale by delivering exceptional customer service and implementing effective retention strategies. The role focuses on addressing cancellation requests, policy lapses and missed payments through effective objection handling, empathetic communication and tailored solutions that meet customer needs.

• 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.

• Grade 12 / Matric
  - Essential
  .
• RE5 Qualification
  .
• 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.
• 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.

Retentions Consultant - Menlo Park Tshwane (Pretoria), Gauteng, ZA