Member Benefits Assurance Consultant at PPS

Job Advert Summary
A member of the PPS Life Insurance Intermediary Services team reporting to the Team Manager Retentions & Leads. This role will be responsible to nurture the customer relationship and acts as a sales enabler to drive re-purchase loyalty toward PPS products and services.

The Member Benefits Assurance Consultants analyse customer feedback, negotiate with customers, implement retention strategies, and compile reports for the Team Manager Retentions & Leads. A top-class Member Benefits Assurance Consultants is able to improve sales by creating lasting bonds with customers.

Minimum Requirements
Education: 

• A 3-year tertiary qualification (Degree/Nat Dip) in sales, marketing, or related field

Experience:

• 3+ years experience in a similar role.
• 2+ years call centre experience.
• 1 year retentions / sales specific experience in the long term insurance or banking industry.
• Previous Customer Service experience an advantage.

Knowledge and Skills:

• Comprehensive use of MS Office applications (Microsoft Teams, Outlook, Visio, Word, Excel, Powerpoint, Projects).
• MS Access and SQL experience/skills.
• Have excellent verbal and written communication skills in English. A good command of the English Language.
• Have good decision-making skills.
• FAIS and FICA knowledge.
• Knowledge of Financial institutions (advantageous)

Competencies:

• A good business acumen.
• Drive Personal and Team Accountability.
• Willing to share knowledge and give expert opinion, and discuss recommendations.
• Competent writing and communication skills, to present/ communicate/ report on consolidated information.
• Proactive problem solving in pressure situations.
• Results Driven.
• Attention to detail.
• Have an empathetic but strong phone manner.
• Should be self-motivated, reliable and show initiative.

Duties and Responsibilities
Retention Responsibilities:

• Communicating with customers and sales representatives.
• Analyzing customer behavior.
• Gathering information about customer complaints.
• Negotiating with customers to renew contracts and retain business.

Other duties:

• Writing and presenting customer behavior reports.
• Developing aggressive retention strategies based on customer feedback.
• To execute policies and procedures related to service delivery in Operations and between other areas.

Stakeholder management:

• Meeting with the sales team to propose customer retention solutions.
• Building positive relationships with customers and business associates.
• Provide support to the broader Life Operations teams.
• Establish, maintain and build relationships with key stakeholders.

Maintain Product Expertise

• In order to assess the procedures and system functionality, a Member Benefits Consultant must be an expert in the products offered by PPS. This requires one to take the initiative to master every feature and benefit of each product.