Retention Consultant at Alexander Forbes

Role Pupose

The Retention Consultant must possess excellent client retention focus by providing competent, efficient and accurate service to both clients and business in accordance with the AFI retention strategy. This individual will also be required to handle cancellations effectively in order to identify problems and prevent further cancelations and through this support the AFI retentions strategy. Operational efficiency and meeting deadlines is a critical component of this role.

Minimum Requirements

• Matric/Grade 12
• NQF 5 as required/ equivalent qualification and or
• FAIS Credits (min 32 in personal short term insurance)prior to 2010 or Full qualification as required, in commercial and personal insurance)
• FAIS specific qualifications RE5
• 3 Years’ Experience in Short Term Insurance Industry
• 1 Years’ Experience in retention

Key performance areas

• Communicate with clients who have indicated an intention to cancel their insurance with a view to retaining these clients
• Analyse clients portfolio in terms of loss ratio, rate etc. to assess whether client can be retained within the retention guidelines
• Accept full responsibility for all telephone calls, emails and messages to the department relating to retention.
• Timeous completion of any accompanying transaction whether by computer or otherwise stipulated.
• In depth knowledge of in-house policy wordings, including that of competitors
• Maintaining and building client relationships
• Thorough knowledge of products
• Retention of current client portfolio