Retention Specialist at MiWay Insurance Limited

Job description

Position Description

Key Responsibilities

• Receive inbound retention calls from current customers, for sales and revenue generation, in a high-intensity call center environment.
• Utilize proactive persuasive/retention skills to turn requests for disconnection or downgrade into sales and save opportunities by identifying customer needs.
• Achieve monthly key performance metrics, call and order entry productivity standards, and call quality performance through utilization of persuasive skills, defined call flow structure, and adherence to provided schedule.
• Educate customers on active product features, service offerings, billing, charges, and product value.
• Understand and promote current marketing campaigns in order to sell to or save customers accurately and effectively.
• Increase revenue through up-selling and cross-selling.
• Research and review competitive pricing and service offerings in order to provide competitive price and product comparisons based on customer needs.
• Provide outstanding customer service, troubleshoot and resolve service and minor technical problems for customers by asking appropriate questions.
• Creatively negotiate pricing by making offers of discounts according to Company guidelines.
• Other duties as assigned.

Minimum Requirements

• Matric or equivalent
• Regulatory exam passed (RE5)
• Minimum 2 Years STI Experience
• FAIS compliant for Personal lines Short-term insurance

Competencies

• Excellent short term insurance product knowledge
• Flexible
• Tenacity to retain clients
• Great negotiation skills