Job Description

RESPONSIBILITIES



Accurately identify the origin and reason for policy cancellations (or cancelled policies).



Determine the most appropriate approach of responding to the customer after identifying the cause for the policy cancellation (or potential policy cancellation).



Gain an understanding of the customer's portfolio with thebusiness across comprehensive products; value added products and any other offerings (including policy tenure).



Effectively upsell required products as determined by a client needs analysis and available coverages.



Apply or provide competitor comparisons where necessary relative to the cancellation reason and customer needs in order to provide options to customers.



Where appropriate, offer discounting strategies relative to customer profitability and options available.



Engage in effective brand reputation management aligned to specific customer concerns in order to limit brand damage and integrity.



Update key customer information across all relative systems as required.



Adhere to all required risk and compliance requirements as stipulated for the role.



Adhere to all business rules, business processes and system access and management regulations on an on-going basis.



Adherence to agreed house rules for the team and environment aligned to key performance and quality standards at all times.



Effective retention of customers for the business across all channels and brands measured by agreed persistency ratios.



Arrange for the payment of outstanding premiums to ensure cover is in place.



Ensure that NTU and non-payment rates are managed effectively in line with company requirements.



QUALIFICATIONS



Matric/Grade 12

FETC:

Short-term Insurance NQF4 or better (Non-Negotiable)



RE5 (Non-Negotiable)



Class of Business (Non-Negotiable)



Meet the regulatory requirements (e.g. DOFA period, FAIS Fit &Proper)



EXPERIENCE



At least 2 years' experience as a retentions or sales agent in ashort-term insurance call centre environment.



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 using Microsoft Office-Outlook, Word and Excel



SKILLS AND KNOWLEDGE



Excellent verbal and written communication skills



Excellent Telephone and Email Etiquette



High attention to detail



High focus on the client experience



Compliance and Rule Orientated



Ability to work under pressure in a deadline/target drivenenvironment



Self-Starter



Adaptable



Ability to work with little supervision.



Must be a team player with a pleasant disposition.



Solid Administration Skills



Ability to manage their time effectively



Computer literate



Between 1 - 3 Years