North Johannesburg: Retentions Agent posted by Afro Miaki Group PTY

RESPONSIBILITIES Accurately identify the origin and reason for policy cancellations (or cancelled policies). Determine the most appropriate approach of responding to the customer after identifying the cause for the policy cancellation (or potential policy cancellation). Gain an understanding of the customers portfolio with the business across comprehensive products; value added products and any other offerings (including policy tenure). Engage in effective brand reputation management aligned to specific customer concerns in order to limit brand damage and integrity. Update key customer information across all relative systems as required. Adhere to all required risk and compliance requirements as stipulated for the role. Adhere to all business rules, business processes and system access and management regulations on an on-going basis. Adherence to agreed house rules for the team and environment aligned to key performance and quality standards at all times. Effective retention of customers for the business across all channels and brands measured by agreed persistency ratios. Arrange for the payment of outstanding premiums to ensure cover is in place. Ensure that NTU and non-payment rates are managed effectively in line with company requirements. Effectively upsell required products as determined by a client needs analysis and available coverages. Apply or provide competitor comparisons where necessary relative to the cancellation reason and customer needs in order to provide options to customers. Where appropriate, offer discounting strategies relative to customer profitability and options available. THE CANDIDATE MUST BE EXPECTED TO OPERATE IN LINE WITH THE COMPANY VALUES Passion: We have a strong and barely controllable excitement for life, our work, the people we work with, and for ourselves. Our enthusiasm and positive energy lead to a strong bias toward action and strive for excellence! Care: We care deeply for ourselves, the people we work with, our customers, the communities we live in, the country we call home and the planet which hosts us! Integrity : We always do the right thing, even when nobody is watching! Growth : We always strive to make a positive contribution on our journey to significance! We (us and the business) grow, because our people grow! Our curiosity drives Innovation and our resilience keeps us determined when the going gets tough! We have the courage to make decisions and to have the tough conversations. Diversity : We respect and cherish each other and listen to all opinions! We are all unique, which makes the us stronger! Through REQUIREMENTS QUALIFICATION Matric/Grade 12 RE5 (Non-Negotiable) Class of Business (Non-Negotiable) FETC: Short-term Insurance NQF4 or better (Non-Negotiable) Meet the regulatory requirements (e.g. DOFA period, FAIS Fit & Proper) EXPERIENCE At least 2 years experience as a retentions or sales agent in a short-term insurance call centre environment. 1 year outbound call centre sales experience Knowledge of Short-Term Personal Lines Technical Elements Knowledge of Short-Term Personal Lines Insurance Products Advanced Sales Skills Proficiency using Microsoft Office Outlook, Word and Excel SKILLS AND KNOWLEDGE Excellent verbal and written communication skills Excellent Telephone and Email Etiquette High attention to detail High focus on the client experience Compliance and Rule Orientated Ability to work under pressure in a deadline/target driven environment Self-Starter Adaptable Ability to work with little supervision. Must be a team player with a pleasant disposition. Solid Administration Skills Ability to manage their time effectively Computer literate