Retentions Agent (Parktown) at Rand Mutual - RMA

THE JOB AT A GLANCE

• As a Retentions Agent, you will be reporting into the Team Leader: Retentions.
• You will be responsible for contributing to RML’s strategic deliverables by communicating with customers, members, and employees to increase loyalty and retain their business or service.

WHAT WILL YOU DO?

Customer Retention

• Effectively manage retention queries
• Submit daily, weekly, and monthly collection and retention reporting
• Ensure all payments from policyholders are updated so that the commissions payment file can be generated
• Contact policyholders who have given notice or whose debit order have been returned by the bank and investigate reasons why the policyholder wants to resign or did not honour their debit orders and persuade the policyholder to reconsider
• Update Policyholder records (notes) as per discussions and outcome with policyholder
• Escalate all urgent queries to Team Leader
• Prepare lapses and cancellations monthly report
• Ensure that debit files are run, and ad-hoc debit requests are sent within the SLA
• Conduct Scheme payment reconciliation monthly
• Manage adhoc projects In Retentions Team

Customer Service

• Respond to customer queries and address service complaints in a timely manner
• Communicate updates to customers
• Provide excellent customer services and ensure customer satisfaction
• Build positive working relationships with customers for repeat businesses
• Explain to customers about new products and benefits.
• Assist walk in client with Retention queries
• Support contact center staff with Retention queries

Sales

• Advise customers of new product offerings
• Upsell where possible
• Downgrade when necessary to retain.

Requirements

WHAT YOU'LL BRING TO THE TABLE?

• NQF Level 6: Diploma in Sales, Marketing, or related field (Essential)
• RE5 Certificate (Essential)
• 3 to 5 years retentions/collections experience within the Insurance industry (Essential)
• 2 to 5 years Sales experience (Essential)
• Ability to manage the collection and retention of member’s process
• Ability to liaise effectively with all stakeholders at all levels
• Effective verbal communication skills
• Excellent influencing skills
• Results/target orientated benefits
• Proficiency in MS Excel

Closing date: 25th August 2025