Retentions Consultant - Johannesburg, South Africa - Belmar Personnel

Belmar Personnel

Verified Company

Johannesburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Randburg

Main Purpose of the Job
To communicate with customers to increase loyalty and retain their business or service.

You will speak with customer or employees over the phone or in-person and will often need to quickly devise solutions to problems you are presented with.

You will be required to negotiate directly with customers to ensure their loyalty to find a mutually beneficial solution.

You will be expected to balance the organizations desire to keep the customer with the potential revenue that the customer represents, and the costs associated with retaining them.

Key Responsibilities and Accountabilities

Policy retention (saves) as per the guidelines provided in the Retention SOP.
Making contact with clients whos premiums have not been paid or stopped.
Policy reinstatements (following cancellation) as per the guidelines provided in the Retention SOP.
Identify and resolves customer issues through existing and creative retention techniques
Exercise creative negotiation and upselling technique to motivate customers to continue the relationship with SAU
Negotiate with Customers within the approved and documented guidelines as per the Retentions SOP.
To maintain a healthy profitable relationship with clients and brokers
Educate customers on active product features & service offerings
Increase revenue through upselling and crossselling
24 hours turn

- around time on client queries

Provide outstanding customer service, troubleshoot and resolve service and monitor technical problems for customers by asking appropriate questions

Key Performance Measures

The key performance measures are decided and agreed upon at the start of each financial year. They will be incorporated into the score card for the financial year.
Targets will be discussed in team and oneonone sessions
Below 80% kpa will lead to Performance Management

Requirements:

Negotiation skills

Cultural sensitivity
Listening skills
Conflict Handling and resolution skills
Ability to motivate self and others
Communication Skills (Verbal and Written)
Influencing Skills
Time management
Attention to detail
Flexible within parameters
Confident
Responsible and honest
Creative problem solving
Ability to work under pressure
Experience in Personal Lines Insurance, processes and administration
Excellent telephone Etiquette
FAIS Compliant

FAIS credits
Class Of Business
Continuous Professional Development 12 hours/points per cycle yearly
Be a team player and take responsibility for own development initiatives Deal with client queries timorously in an open, professional and empathetic manner Provide professional and correct advice and ensure that client's interests are safeguarded at all times Customer service you need excellent client or customer service skills to successfully assist and interact with customers, members, and employees
Patience this role requires a high degree of patience, as you need to gather information related to customer dissatisfaction and determine how to best resolve the situation
Conflict resolution you need to be skilled at conflict resolution and should be able to navigate situations where customers are unhappy with the company
Problemsolving skills effective problemsolving is central to this position. You need to think on your feet to provide solutions to customer issues or complaints
Communication skills You should be a strong written and verbal communicator.
Be computer literate with experience in Microsoft Office and Outlook
Have a minimum of 3 years experience in Personal Lines Insurance
Have a COP or higher insurance qualifications
Be computer literate with experience on MS Word, Outlook, IMS and iSuite
Work accurately and pay attention to detail
Be able to work under pressure and handle irate clients in a composed manner