Exercise dynamic and innovative retention methods in order to retain our clients. For example: if premium is a problem for client; downgrade or reduce cover, offer discounts
Validate policy for retained client is captured timeously and accurately, in order to meet SBIB requirements i.e. system cut-offs which effect debit orders;
Analyse client need, identify appropriate product and action opportunities for cross-selling and up-selling
Grow existing client base;
Adhere to underwriter’s rules and business procedures;
Negotiate with Product Owners, Underwriters where required to find a solution and way forward for the policy to continue, especially at reinstatement of a policy
The entire process must be conducted telephonically
Resolves insurance related queries and complaints from customers;
Ensures that all targets are met;
Facilitates the development of customer and business loyalty through relationship management and consistently portray a professional corporate image in accordance with the values of the bank
Query resolution within turnaround times to avoid complaints
Qualifications & Experience
Qualification
Matric
A minimum of 120 Insurance credits
Relevant qualification (certification, Diploma, Degree)
Regulatory Exams
FAIS
Requirements include Class of business (COB) and compliance training
Experience
Minimum of 2 years insurance industry experience;
Minimum of 2 years call centre/telephone experience;
Minimum of 1-year sales/ retention contact centre experience.
