Retentions Agent Insurance Call Centre Mr Price Money at Mr Price Group

Job Description

• The primary responsibility of this role is to retain existing policyholders acquired through telemarketing efforts by addressing their concerns, resolving issues, and promoting the value of our insurance products.  
• This role plays a critical part in maintaining customer satisfaction and minimizing policy cancellations.

Responsibilities

• Handle inbound and outbound calls related to customer complaints, cancellation requests, and escalations with professionalism and empathy.
• Effectively communicate the benefits of insurance policies and utilize approved retention tools and techniques to persuade customers to maintain their coverage.
• Respond promptly to cancellation requests, investigate underlying concerns, and offer tailored solutions to retain the customer.
• Ensure all cancellation processes are completed within the required 30-day timeframe to avoid regulatory fines and penalties.
• Strive to resolve customer issues in a timely and satisfactory manner, contributing to overall customer loyalty and retention metrics.

Qualifications

• Matric (Grade 12) is essential.
• A minimum of two years’ telesales experience as an agent within an outbound call centre environment. (internal) 
• 1–2 years of experience in a customer retention role, preferably within the insurance or financial services industry 
• Demonstrated bilingual verbal and written communication skills required
• Certifications (Advantageous): RE5 Certification / FAIS Accreditation
• Familiarity with industry regulations including FSB Compliance, Code of Conduct, POPI Act, and the National Credit Act (NCA).