Retention Specialist at MiWay Insurance Limited

What will you do?

• Responsible for inbound/outbound telephonic communication with client base. Ensures the quality of service exceeds customer expectations and establishes constructive relationships with client base. Utilises IT system accurately and ensures that all queries are answered effectively. Refers calls to appropriate departments only if unable to solve query appropriately. Provides accurate product information to clients in line with standards and protocols.

Minimum Requirements:

Minimum Qualification Required

• Matric / Grade 12 (essential)
• A completed NQF Level 4 in Short-Term Insurance would be advantageous

Minimum Experience

• Minimum 1 years’ experience in a customer retention, sales, or client services role within the short-term insurance industry.
• Proven track record of meeting retention or sales targets.
• Exposure to outbound customer contact or call centre environments is preferred.

Deliverables include, but will not be limited to

• Contact policyholders who have expressed intent to cancel or are flagged as high-risk for lapse.
• Conduct needs analysis and offer product amendments, benefits education, or cost-effective alternatives.
• Handle objections effectively to retain business and enhance customer satisfaction.
• Accurately capture and update all client interactions in the CRM system.
• Comply with quality assurance, FAIS, and TCF standards.
• Identify trends in cancellations and provide feedback to improve service and product offerings.

Competencies Required

• Strong negotiation and objection-handling ability
• Excellent verbal and written communication
• Resilience, emotional maturity, and adaptability under pressure
• Solid understanding of insurance products, premium structures, and benefit positioning
• Goal-driven, organized, and capable of working independently
• High attention to detail and strong administrative capabilities
• Commitment to Treating Customers Fairly (TCF) principles and ethical conduct