THE ROLE
An exciting opportunity has become available for a Retention Adviser in the Client Engagement team at Santam Direct, with offices based in Cape Town.
WHAT WILL YOU DO?
The responsibility of the Retention Adviser is to retain clients while offering world-class products and services and achieving targets efficiently and professionally. The successful candidate must demonstrate resilience, ambition, enthusiasm, and passion for their work and Santam.
WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?
- Retain clients by leveraging persuasive skills to identify and address their needs.
- Create opportunities for retention by proactively engaging with clients who have unpaid debit orders.
- Reinstate cancelled policies by applying effective persuasion techniques.
- Address inquiries and ensure client retention through exceptional customer service.
- Educate clients on Santam Direct’s product features, billing processes, service offerings, and overall value.
- Meet monthly key performance metrics and adhere to workforce management protocols.
- Drive marketing campaigns through upselling and cross-selling initiatives.
- Research competitive pricing and policy services to provide clients with suitable comparisons and options.
- Perform additional duties as required.
QUALIFICATIONS AND EXPERIENCE
- RE Qualification
- FAIS compliant (150 credits)
- 3 years’ experience in Personal Lines insurance: Retentions
SKILLS
- Exceptional negotiation and persuasion abilities
- Strong verbal and written communication skills
- Excellent interpersonal and networking capabilities
- Proven track record of adherence to quality standards and compliance
- Strong client service orientation
- Ability to thrive under pressure
- Sound judgment and decision-making skills
- Attention to detail
- Self-motivated with a proactive approach
- Capability to work independently
COMPETENCIES
- Adaptability
- Analytical thinking
- Results-driven mindset
- Conflict resolution
- Emotional self-regulation
- Strong customer service orientation
- Technical proficiency
- Time Management
- Team collaboration
SPECIFIC REQUIREMENTS
There will be a probationary period for three months, which consists of the following two phases:
- Four-week training period after which your knowledge will be assessed; and
- On-the-job evaluation phase during which progress will be measured against your ongoing ability to meet a set sales target.
WHO ARE WE
Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding, and transforming company, and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. Our success is rooted in our passion for our clients, and everything we do is centered on our delivery of insurance good and proper.
Please note this appointment will be made in line with the Santam Employment Equity targets. People with disabilities are welcome to apply.
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