Job Description

CAREER OPPORTUNITY

An exciting permanent opportunity has become available within Santam Client Solutions for a Client Engagement Adviser -Retention Adviser to join the Client Engagement Team . The successful incumbent will be based at our offices in Tygervalley, Cape Town

WHAT WILL YOU DO?

The responsibility of the retention adviser is to retain clients while offering world class products and services and achieving targets efficiently and professionally. The successful candidate must demonstrate resilience, ambition and enthusiasm as well as passion for their work and Santam.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

• Retain clients by leveraging persuasive skills to identify and address their needs.
• Create opportunities for retention by proactively engaging with clients who have unpaid debit orders.
• Reinstating cancelled policies by applying effective persuasion techniques.
• Address inquiries and ensure client retention through exceptional customer service.
• Educate clients on Santam Direct’s product features, billing processes, service offerings and overall value.
• Meet monthly key performance metrics and adhere to workforce management protocols.
• Drive marketing campaigns through upselling and cross-selling initiatives.
• Research competitive pricing and policy services to provide clients with suitable comparisons and options.
• Perform additional duties as required.

QUALIFICATIONS AND EXPERIENCE

• RE Qualification
• FAIS compliant (150 credits)
• 3 years’ experience in Personal Lines insurance: Retentions

KNOWLEDGE AND SKILLS

• Exceptional negotiation and persuasion abilities
• Strong verbal and written communication skills
• Excellent interpersonal and networking capabilities
• Proven track record of adherence to quality standard and compliance
• Strong client service orientation
• Ability to thrive under pressure
• Sound judgement and decision-making skills
• Attention to detail
• Self-motivated with a proactive approach
• Capability to work independently

COMPETENCIES

• Adaptability
• Analytical thinking
• Results-driven mindset
• Conflict resolution
• Emotional self-regulation
• Strong customer service orientation
• Technical proficiency
• Time Management
• Team collaboration

SPECIFIC REQUIREMENTS

There will be a probationary period of three (3) months, which consists of the following two phases:

• There will be a six (6) week training period after which your knowledge will be assessed; and
• On the job evaluation phase during with progress will be measured against your ongoing ability to meet s set target.

WHO WE ARE

Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia.

Our success is rooted in our passion for our clients and everything we do is centered on our delivering client’s freedom from worry. We’re about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees.

At Santam we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.