Retention Consultant: Budget Insurance: KZN at Telesure Investment Holdings (TIH)

JOB PURPOSE

Facilitate the retaining of policies through company approved retention strategies. Focus on maintaining customer relationships, meeting various KPIs and troubleshooting specific customer problems. Has a solid knowledge of products, their characteristics, and market. Focus on growth of brand and process alternative solutions to meet customer needs.

Requirements

RESPONSIBILITIES

Customer Service

• Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems

Customer Needs Clarification

• Set clear objectives for each call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Sell Customer Propositions

• Identify the products or services that best meet the customer's stated needs, use personal expertise to propose quantities and product configurations, explain alternative solutions to the customer and influence the customer to retain their business.

Customer Management

• Help manage customers by carrying out standard activities

Operational Compliance

• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization when required from a supervisor or manager for any exceptions from mandatory procedure.

EDUCATION

General Education

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential)
• Regulatory Exam 5 (Advantageous)

EXPERIENCE

General Experience

• 1 year sales experience (Essential)
• 1 year retentions experience (Essential)