Retention Advisor

About the Role

OUTsurance, a prominent player in the South African insurance landscape, is seeking dedicated and client-focused individuals to join their team as Retention Advisors. This role is pivotal in ensuring client satisfaction and fostering long-term relationships with OUTsurance. A key aspect of this position involves expertly managing client interactions, particularly those that present challenges or require a sensitive approach. The ideal candidate will be adept at de-escalating situations, resolving queries, and addressing complaints with professionalism and efficiency, all while upholding the esteemed quality standards and core values of OUTsurance. This is an opportunity to become part of a dynamic organisation that prioritises both innovation and its human element.

As a Retention Advisor, your primary responsibility will be to engage with clients, particularly those who may be considering leaving the company. You will be at the forefront of client service, handling inbound calls and aiming to retain these clients by understanding their needs and concerns. A crucial part of this role involves identifying opportunities to cross-sell existing policies, providing clients with additional value and coverage where appropriate, all while maintaining a high standard of customer engagement. Your ability to handle complex queries and complaints competently, efficiently, and professionally will be paramount. This position requires a proactive approach to client management, ensuring that each interaction reinforces OUTsurance's commitment to its clients and reinforces their decision to remain part of the OUTsurance family.

What They're Looking For

Success in this role hinges on a strong foundation of sales and customer service experience. You will need to demonstrate a proven ability to connect with clients, understand their needs, and provide solutions that meet those needs. Previous experience in a call centre environment, especially within a client-centric or sales-focused capacity, would be highly advantageous. Furthermore, familiarity with the insurance industry, particularly short-term insurance, will stand you in good stead.

The ideal candidate will embody the OUTsurance attributes:

• **Client Service Oriented:** A genuine passion for going the extra mile for clients and the company.
• **Deadline and Results Oriented:** A drive to meet and exceed targets, with a focus on achieving desired outcomes.
• **Attention to Detail:** Meticulousness that translates into high-quality work.
• **Resilience:** The ability to persevere and succeed even when faced with adversity.
• **Enthusiasm and Passion:** A positive attitude towards the job and the organisation.
• **Adaptability:** The flexibility to adjust to different client personalities and work situations.
• **Integrity:** Honesty and ethical conduct are fundamental.
• **Ambitious:** A strong desire for personal and professional growth.
• **Highly Motivated:** Driven by both intrinsic satisfaction and external recognition, particularly monetary rewards.
• **Independent Work Ethic:** The capability to work autonomously towards individual goals.

Essential skills include above-average selling capabilities, excellent active listening, interpersonal, and communication skills. Strong negotiation and persuasion abilities will be vital for overcoming objections. Solid computer literacy, including efficient keyboard skills and the ability to navigate various applications, along with strong administrative skills, are also key requirements to deliver exceptional client service. A minimum Matric qualification or equivalent is required, and FAIS accreditation is essential.

OUTsurance is committed to fostering an inclusive and diverse workplace, actively encouraging applications from individuals with disabilities and members of designated groups.

In South Africa, roles like Retention Advisor within the financial services sector often involve a performance-based remuneration structure. While specific figures vary widely, a base salary combined with commission or bonuses for achieving targets is common. Potential employers include major insurance providers, financial institutions, and specialised call centres. Career progression often involves moving into senior advisor roles, team leadership, or management positions within customer service or sales departments. Employers like OUTsurance frequently offer comprehensive training and development programmes, providing opportunities for employees to enhance their skills and advance within the organisation.

• Minimum Matric qualification or equivalent qualification
• FAIS accreditation is essential
• Applicants that have been working in the financial services industry prior to December 2010, preference will be given to applicants with their FAIS Regulatory Exams (RE5) completed. Applicants without prior financial advice experience will not be prejudiced