Retention Specialist at MiWay Insurance Limited

What will you do?

• At MiWay, our purpose is to enable people to live their way. We understand that life is not just about "things" but the meaning that those things bring to your life. We believe that technology and innovation have infinite possibilities when it's inspired by humans by you.
• Therefore, we focus on our clients' needs; finding new ways to simplify their lives and how they do things. 
• We give them products, services, and solutions that enable them to live and enjoy life on their own terms – in their own way.
• Agile values and principles are strongly embedded in our culture, and they are at the core of how we make decisions and how we approach adding value within the company.

What will make you successful in this role?

Minimum Qualification Required

• Matric / Grade 12
• 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