YOUI Retention Advisor

The YOUI Retention Advisor role, based in Pretoria, South Africa, is centred on safeguarding the company's existing client base. This position plays a critical part in customer loyalty and business growth by proactively addressing policyholder concerns and offering solutions that resonate with their insurance needs. The core objective is to minimise cancellations, foster long-term customer relationships, and consistently meet or exceed the business's quality and performance benchmarks as outlined in the annual business plan.

As a Retention Advisor, you'll be the first line of defence against policy attrition, acting as a skilled problem-solver and a builder of trust. Every customer interaction is an opportunity to reinforce the value proposition of remaining with the company, ensuring clients feel understood and supported. A consistent focus on the cancellation ratio, renewal rates, and adherence to company policies is paramount. You will be responsible for managing a daily workload of tasks and messages to effectively achieve the target cancellation ratio, ensuring it aligns with or surpasses the business plan requirements. This involves the meticulous application of the sales process to minimise avoidable policy cancellations and maintaining swift turnaround times on client communications to deliver exceptional service. A keen eye for quality and compliance will be essential in all client dealings.

The essence of this role lies in its dynamic blend of sales and client service. Your primary responsibility will be to retain customers by expertly addressing their reasons for wanting to cancel their policies. This involves understanding their underlying concerns and proposing tailored retention solutions that meet their specific insurance needs. You will be expected to deliver outstanding customer service through professional handling of both inbound and outbound calls focused on retention. Crucially, all interactions must be conducted in strict compliance with regulatory requirements and company standards.

A key aspect of your day-to-day will involve achieving and exceeding set targets for customer retention, service quality, and overall performance, all in alignment with the strategic objectives of the business plan. Accurate administration is also vital; this includes capturing detailed notes from customer interactions, diligently following established processes, and maintaining full compliance with all company policies and standards. Furthermore, you will contribute to the continuous improvement of retention strategies by actively sharing customer insights, enhancing your product knowledge, and embracing best-practice retention techniques.

What They're Looking For

To excel in this position, a strong understanding of the sales process and the principles of excellent client service is fundamental. You will need to develop and maintain comprehensive product and system knowledge to effectively advise and assist policyholders. This role requires an individual who can align their personal work ethic with OUTsurance's core values, which include delivering awesome service, demonstrating dynamism, honesty, a human approach, passion, and a willingness to recognise achievement.

The ideal candidate will report to the Retention Team Manager and collaborate closely with the broader Retention team. While not strictly mandatory, having approximately two years of experience in corporate sales or, more specifically, two years in insurance retention would be highly advantageous. A completed Matric or National Senior Certificate is the minimum educational requirement. In line with OUTsurance's commitment to Employment Equity, preference will be given to candidates who meet the job requirements and belong to designated groups within South Africa.

In South Africa, Retention Advisor roles are common within the insurance sector, particularly in large insurers like OUTsurance. Typical remuneration for such positions can vary significantly based on experience and the specific company, but it often includes a competitive base salary plus potential performance-based incentives. Career progression might lead to team leadership, management roles, or specialisation in areas like customer experience or sales training.

Education

• Completed Matric or National Senior Certificate – minimum requirement

Experience

• 2 years corporate sales experience – advantageous
• 2 years insurance retention experience – advantageous