Retentions Consultant

JOB TITLE: Retentions Consultant

AREA: Pretoria East

INDUSTRY: Insurance

SALARY / CTC : R 15 000 basic (depending on experience and qualifications – commission and additional commission incentives will boost the earning potential)

Report to: Director

Job Overview:

Our Client is seeking a dedicated Retentions Consultant to join their retentions team, focusing on retaining customers after sale. This position involves direct engagement with customers to understand their needs and concerns, negotiating terms to ensure competitive offerings, effective and strong objection handling skills and providing tailored solution. The ideal candidate will be customer- oriented, possess strong communication skills, and be comfortable working in a fast-paced high call centre environment.

Key Responsibilities:

• Make outbound calls/inbound calls to engage with existing customers to retain new and existing business and ensure high retention rates.
• Understand and effectively communicate our Client’s product offerings, value propositions, and benefits to prospective and current clients.
• Address customer inquiries, concerns, and objections, providing prompt and professional support.
• Document and update customer interactions, sales activities, and retention-related information in the CRM system.
• Collaborate with team members to identify opportunities for improving sales and retention strategies, sharing best practices and customer insights.
• Participate in training and development programs to enhance product knowledge, sales techniques, and customer service skills.
• Meet or exceed assigned retention and collections targets, while maintaining high levels of customer satisfaction.

Minimum required Qualifications:

• Matric
• Regulatory Examination (RE5)
• Must be FAIS compliant with all relevant credits and qualifications as required under the FAIS Act
• Completed Class of Business - Long term and short term insurance
• CPD Hours
• A bachelor’s degree in Business, Sales, Marketing, or a related field is a plus.

Minimum required Experience:

• 3 years of experience as a Retentions Agent.
• Call centre experience.

Skills and Attributes:

• Excellent communication and interpersonal skills, with the ability to build rapport with customers.
• Strong objection handling skills.
• Strong problem-solving and negotiation abilities.
• Familiarity with CRM systems and basic computer skills.
• Self-motivated, results-driven mindset, with a focus on achieving retention targets.
• Ability to work effectively in a fast-paced, team-oriented environment.