Retention Specialist

Purpose of the Role

• The Retentions Advisor is responsible for supporting client retention by managing cancellation requests, understanding client needs and identifying suitable solutions to retain their insurance cover. This role ensures exceptional client experiences through effective communication, objection handling and value-based conversations, while contributing to sustainable business performance and client loyalty. 
• Therefore, we focus on our clients' needs; finding new ways to simplify their lives and how they do things. 
• We give them products, services, and solutions that enable them to live and enjoy life on their own terms – in their own way.
• Agile values and principles are strongly embedded in our culture, and they are at the core of how we make decisions and 
• how we approach adding value within the company.

Overview of Role Responsibilities (Level 1-13)

Customer Service- Level 3 - Process Specialist

• Carry out a range of customer service activities, including handling customer cases and inquiries that are more complex or outside the norm.

Product/Service Information- Level 3 - Process Specialist

• Provide advanced product/service information.

Resolving Customer Issues- Level 3 - Process Specialist

• Respond to basic customer issues, such as returns, and escalate issues appropriately. Supports the Ombudsman process by providing call records, customer communication history, payment information, and explanations related to customer disputes or complaints. Supports the Ombudsman process by providing call records, customer communication history, payment information, and explanations related to customer disputes or complaints.

Customer Relationship Management (CRM) Data- Level 3 - Process Specialist

• Enter relevant information into the CRM system after each contact with a customer to ensure that the organization has quality data to enable effective customer retention and business development activities.

Customer Relationship Management / Account Management- Level 3 - Process Specialist

• Make calls (by telephone or in person) to allocated existing customers to maintain relationships. Provide a first point of contact for resolving customer queries and complaints.

Required Skills

Masters Service Conversations - Basic

• Works at a basic level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works under close supervision.

Navigates Customer Challenges - Intermediate

• Works at an intermediate level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works with guidance.

Builds Customer Loyalty - Basic

• Works at a basic level to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works under close supervision.

Strengthens Customer Connections - Basic

• Works at a basic level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works under close supervision.

Customer Service Delivery - Intermediate

• Works at an intermediate level to deliver required services to customers to the required standards. Typically works with guidance.

Maintains the Relationship - Intermediate

• Works at an intermediate level to cultivate and sustain positive interpersonal connections, fostering trust, collaboration, and effective communication to support enduring professional relationships. Typically works with guidance.

Minimum Qualification and Experience

Minimum Qualification Required

• Grade 12/Standard 10/NQF 4 
• Relevant FAIS
• RE5 certificate  

Minimum Experience

• At least 2 years of experience in a call centre for STI personal lines
• Personal lines retention experience will be advantageous

Required Behavioural Competencies

• Communicates Effectively
• Customer Focus
• Decision Quality
• Ensures Accountability
• Instils Trust
• Interpersonal Savvy