Retention

Responsible for processing of all cancellation or surrender requests of policies including but not limited to handling inbound and outbound calls.

• Handle incoming and outgoing sales calls in accordance with predetermined schedules, campaigns and targets.
• Deal with all customers in a professional manner in strict accordance with businesses culture, products and quality standards.
• Manage time and workloads to ensure that deadlines and targets are met.
• Demonstrate an excellent knowledge of the business product offerings, campaigns, rules and conditions in order to recommend the right solution to the customer.
• Perform proactive and reactive activities designed to retain customers including but not limited to contacting clients to advise them of unsuccessful premium collection.
• Offer retention solutions appropriate to the product, recording insights related to the activity performed.
• Maintain accurate and complete record of all retention actions taken.
• Analyse clients portfolio in terms of loss ratio rates, discounts and assess whether the client can be retained within retention guidelines.
• Accept full responsibility for all telephone calls, emails and messages to the department relative to retention in line with the business policies.
• Utilize the in-depth knowledge of in-house policy wordings, underwriting rules, policy and procedures, as well as that of competitors to offer a compelling value proposition for customer retention.
• Maintain and build client relationships with all relevant business stakeholders.

• Matric
• 3 years Retentions experience