Retention Consultant

Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.

Job Purpose

Responsibilities

Customer Service

Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.

Customer Needs Clarification

Set clear objectives for each call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Sell Customer Propositions

Identify the products or services that best meet the customer's stated needs, use personal expertise to propose quantities and product configurations, explain alternative solutions to the customer and influence the customer to retain their business.

Customer Management

Help manage customers by carrying out standard activities.

Operational Compliance

Develop knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorisation when required from a supervisor or manager for any exceptions from mandatory procedure.

Performance Management

Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance and KPI's.

Personal Capability Building

Keep abreast with current changes in internal policies and procedures. Develop capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Education

Experience

Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.