Retention Advisor

Job Description

• Our retention advisors are responsible for handling difficult calls. It is their responsibility to retain clients and make sure these clients remain part of the OUTsurance family.
• Dealing with client queries and complaints on all levels in a competent, efficient and professional way, in accordance with the quality standards that are in place and in accordance with the values of OUTsurance.

Qualifications

• Minimum Matric qualification or equivalent qualification
• FAIS accreditation is essential
• Applicants that have been working in the financial services industry prior to December 2010, preference will be given to applicants with their FAIS Regulatory Exams (RE5) completed. Applicants without prior financial advice experience will not be prejudiced

Additional Information

Required Competencies & Personal Attributes:

• Extensive Sales and Customer service experience is essential
• Responsible to cross-sell existing policies while maintaining excellent customer service

The following previous experience would be advantageous:

• Call centre experience in client centric or sales environment
• Experience in the Insurance and/or Short Term Insurance industry
• Working in an environment where salary was linked to performance and/or commission structure
• An ideal candidate will be able to align their personal work values to the OUTsurance

Attributes:

• Meeting and exceeding sales targets
• Deadline and results oriented
• Client service oriented
• Attention to detail which will result in excellent work quality/standard
• Resilient (must be able to push through and succeed in the face of adversity)
• Enthusiastic and passionate about the job and the company
• Effective planning and organising/work management skills
• Adaptability (be able to adapt to different clients and work situations)
• Integrity (Honesty is a core value of the company)
• High tolerance for stress
• Ambitious with drive to succeed 
• Highly motivated individual driven by monetary reward and recognition
• Client Service enthusiasts (going the extra mile for clients and company)
• Must be able to work independently towards individual targets/goals

Skills: 

• Above average selling skills and ability
• Great listening skills in order to respond appropriately to clients questions, concerns and complaints ensuring an awesome customer service experience
• Excellent Interpersonal and communication skills
• Excellent negotiation and persuasion skills to overcome objections
• Solid computer literacy skills, such as excellent keyboard skills and being able to navigate around various computer applications, respond to emails etc.
• Solid administrative skills in order to produce great quality service to clients