The Retentions Agent contributes to organisational goals by conserving policies across all channels through the execution of defined retention strategies and approaches. The role focuses on strategically growing the in-force book, thereby improving overall profitability.

Key Responsibilities

• Accurately identify the origin and reason for policy cancellations or potential cancellations
• Determine the most appropriate response approach based on the cause of cancellation
• Gain a thorough understanding of the customers insurance portfolio, including comprehensive and value-added products and policy tenure
• Effectively upsell relevant products based on client needs analysis and available cover options
• Provide competitor comparisons where necessary to address cancellation reasons and customer needs
• Offer appropriate discounting strategies aligned to customer profitability and available options
• Manage customer retention across all channels, measured against agreed persistency ratios
• Arrange payment of outstanding premiums to ensure continued cover
• Manage NTU and non-payment rates in line with required standards
• Maintain accurate customer information across all relevant systems
• Adhere to all risk, compliance, business rules, processes, and system access regulations
• Comply with agreed team and performance standards at all times

Qualifications

• Matric / Grade 12
• RE5 (Non-negotiable)
• Class of Business (Non-negotiable)
• FETC: Short-Term Insurance NQF4 or higher (Non-negotiable)
• Must meet all regulatory requirements (e.g. DOFA period, FAIS Fit & Proper)

Experience and Skills Required

• Minimum of 2 years experience as a retentions or sales agent in a short-term insurance call centre environment
• At least 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 in Microsoft Office (Outlook, Word, Excel)