Client Engagement Adviser: Retentions (JG10) at Santam Insurance

WHAT WILL YOU DO?


The responsibility of the retention adviser is to retain clients while offering world class products and services and achieving targets efficiently and professionally. The successful candidate must demonstrate resilience, ambition and enthusiasm as well as passion for their work and Santam.


WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?


Retain clients by leveraging persuasive skills to identify and address their needs.
Create opportunities for retention by proactively engaging with clients who have unpaid debit orders.
Reinstating cancelled policies by applying effective persuasion techniques.
Address inquiries and ensure client retention through exceptional customer service.
Educate clients on Santam Direct's product features, billing processes, service offerings and overall value.
Meet monthly key performance metrics and adhere to workforce management protocols.
Drive marketing campaigns through upselling and cross-selling initiatives.
Research competitive pricing and policy services to provide clients with suitable comparisons and options.
Perform additional duties as required.


QUALIFICATIONS AND EXPERIENCE


RE Qualification
FAIS compliant (150 credits)
3 years' experience in Personal Lines insurance: Retentions


KNOWLEDGE AND SKILLS


Exceptional negotiation and persuasion abilities
Strong verbal and written communication skills
Excellent interpersonal and networking capabilities
Proven track record of adherence to quality standard and compliance
Strong client service orientation
Ability to thrive under pressure
Sound judgement and decision-making skills
Attention to detail
Self-motivated with a proactive approach
Capability to work independently


COMPETENCIES


Adaptability
Analytical thinking
Results-driven mindset
Conflict resolution
Emotional self-regulation
Strong customer service orientation
Technical proficiency
Time Management
Team collaboration


SPECIFIC REQUIREMENTS


There will be a probationary period of three (3) months, which consists of the following two phases:
There will be a six (6) week training period after which your knowledge will be assessed; and
On the job evaluation phase during with progress will be measured against your ongoing ability to meet s set target.