Retentions Consultant

ABOUT THE COMPANY 

1Life is the holding company of some of South Africa’s leading financial service providers. Our portfolio includes short-term insurers, a long-term insurer, health insurance as well as an insurance and personal finance comparison platform. We’re pioneers with a hunger for best, bringing customer-focused innovation and service excellence to the financial services industry. We’re an undivided team of diverse thinkers and doers who believe in leading through technology and pushing past their limits.

JOB PURPOSE

Facilitate the retaining of policies through company approved retention strategies. Focus on maintaining customer relationships, meeting various KPIs and troubleshooting specific customer problems. Has a solid knowledge of products, their characteristics, and market. Focus on growth of brand and process alternative solutions to meet customer needs.

RESPONSIBILITIES

Customer Service Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.

Customer Needs Clarification

Set clear objectives for each call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Sell Customer Propositions

Identify the products or services that best meet the customer's stated needs, use personal expertise to propose quantities and product configurations, explain alternative solutions to the customer and influence the customer to retain their business.

Customer Management

Help manage customers by carrying out standard activities.

Operational Compliance

Develop knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorisation when required from a supervisor or manager for any exceptions from mandatory procedure.

Performance Management

Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance and KPI's.

Personal Capability

Building Keep abreast with current changes in internal policies and procedures. Develop capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

BEHAVIORAL COMPETENCIES

Customer Focus

Builds strong customer relationships and delivers customer-centric solutions. For example, digs deeply into customer feedback and drives the innovations that can enable the organization to better meet customers' future needs. Frequently adjusts approach to ensure customer needs are met and to improve service.

Interpersonal Savvy

Relates openly and comfortably with diverse groups of people. For example, recognises even subtle social cues and nimbly responds to others' needs and preferences. Helps to defuse difficult interpersonal situations by showing high levels of tact, sensitivity, and consideration. Builds rapport with ease.

Ensures Accountability

Holds self and others accountable to meet commitments. For example, tracks performance and strives to remain effective, learning from both successes and failures. Readily takes on challenges or difficult tasks and has reputation for delivering on commitments.

Persuades

Uses compelling arguments to gain the support and commitment of others. For example, positions and packages ideas so that they will resonate strongly with a wide variety of stakeholders. Uses strong logic and compelling evidence. Works with others to find creative win-win solutions; achieves consensus through compromise.

Communicates Effectively

Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, listens attentively and takes an interest. Keeps others well informed; conveys information clearly, concisely, and professionally when speaking or writing.

Being Resilient

Rebounds from setbacks and adversity when facing difficult situations. For example, is calm and professional in difficult situations; continues to work toward objectives. Overcomes obstacles without becoming discouraged; draws lessons from failures. Recovers from setbacks and adversity.

Manages Complexity

Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, quickly determines the most critical data and focuses analysis there; recognizes even subtle symptoms that indicate problems; probes deeply for root causes; uses systematic problem-solving methods well.

Manages Conflict

Handles conflict situations effectively, with a minimum of noise. For example, takes a positive approach to conflicts; helps dispel tension; seeks guidance and feedback on managing conflict; delivers controversial viewpoints candidly and sensitively; does not take arguments personally.

Action Oriented

Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, identifies what needs to be done and acts quickly. Shows optimism and enthusiasm that affects others positively. Works independently, but knows when to ask for help.

Drives Results

Consistently achieves results, even under tough circumstances. For example, devotes considerable effort to surpassing goals and achieving the best possible results; goes above and beyond to achieve excellence. Drives ahead with great focus when faced with obstacles and setbacks; maintains productivity and a positive attitude.

SKILLS

Verbal Communication

Use clear and effective verbal communications skills and provide technical guidance when required on expressing ideas, requesting actions and formulating plans or policies.

Computer skills

Support business processes by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed. Outlook - Basic, AS 400 - Intermediate, EMC-Intermediate, IEX- Basic, Datanet

Commercial Acumen

Apply elementary understanding of the business environment and objectives to develop solutions.

Direct Sales

Work with guidance to maximize the volume of an amendment sale.

Customer and Market Analysis

Conduct research and analyze data in order to develop a comprehensive understanding of customer and market conditions in STI under supervision.

Action Planning and Work Scheduling

Develop appropriate plans or perform necessary actions based on recommendations and requirements under supervision.

TOOLS

Telephone system Avaya

Requirements
EDUCATION

General Education

Matric / Grade 12 or SAQA Accredited Equivalent (Essential)

Regulatory Exam 5 (Advantageous)

EXPERIENCE

General Experience

1 year sales experience (Essential);

1 year retentions experience (Advantageous)