Retentions Specialist

• Responsible for implementing customer retention programmes and initiatives to increase loyalty and retain business.

Duties:

• Ensure sales targets that measure outputs and outcomes that relate to customer experience are met.
• Enforce retention process end to end as per Standard Operating Procedures.
• Ensure proper capacity planning (Work Force Management) for the Retentions team to deliver on the KPAs.
• Submit weekly and monthly retention reporting as and when needed.
• Drive up-selling to existing for purpose of business growth and sustainability.
• Offer downgrade of products to retain customers.
• Liaise with collections team to ensure the resolution of queries on VAPS for successful payment of premiums.
• Ensure that daily debits have run.
• Build positive working relationships with customers for repeat businesses.
• Effectively manage complex retention queries.
• Ensure payment schedules go out to the various brokers/schemes.
• Contribute to the development of new strategies for customer retention activities.
• Gather information from existing customers about customer service and customer complaints.
• Develop retention campaigns and initiatives based on customer feedback, to drive customer retention.
• Manage and influence Lapse ratio reduction.
• Manage the day-to-day activities of the Retentions Agents, including scheduling and the evaluation of work for adherence to standards and ways of work.
• Perform customer negotiations to renew contracts and retain business and reach a fair conclusion from both business and customer perspective.
• Work with the Sales team in implementing sales promotion activities.
• Deliver product presentations and demonstrations to customers.

Qualifications and Experience:

• NQF Level 7: Bachelor's degree in Sales, Customer Service, or related field / National Diploma
• RE5.
• 5 - 7 years retentions/ collections within insurance industry (Essential).
• 2 - 3 years Sales experience (Essential).
• Ability to liaise effectively with stakeholders on all levels
• Ability to multitask.
• Experience in sales, customer retention or customer service, ideally with up-selling and cross-selling within in the insurance sector.