Retentions Consultant at Telesure Investment Holdings (TIH)

The Retentions Consultant contributes to the organisational goals by conserving policies for the business across all channels and brands through the execution of specific retention strategies and approaches. In contribution to the value added product and the Telesure strategy, the role will strategically grow the volume of Customers on Risk (COR) therefore improving overall profitability.

Specification
Job Objectives/Outputs

• Accurately identify the origin and reason for policy cancellations (or cancelled policies) relative to the various channels and brands (broker or customers)
• Effectively determine the cause for the policy cancellation (or potential policy cancellation) by selecting the most appropriate approach of responding to the customer or broker
• Apply different discounting strategies relative to customer profitability as determined by business analytics and tools
• Engage in effective brand reputation management aligned to specific customer concerns in order to limit brand damage and integrity
• Update key customer information across all relative systems as required
• Adhere to all required risk and compliance requirements as stipulated for the role; adhere to all business rules, business processes and system access and management regulations on an on-going basis
• Adherence to agreed house rules for the team and environment aligned to key performance and quality standards at all times
• Effective retention of customers for the business across all channels and brands measured by agreed persistency ratios
• Deliver the Telesure Service Way through personal effort and through others
• Deliver on TCF principles in alignment with regulatory requirements

Essential

Requirements

• Grade 12 / Matric
• RE/ FAIS qualification
• At least 1-2 years experience customer services call centre in a Financial Services / VAP environment

Desirable

• 1-2 years experience in a retentions environment
• Customer experience framework, methodologies and philosophy (including personal experience)
• Emotional maturity
• General business acumen
• Value added product (VAPS) operations
• Product retention
• Short term insurance
• Computer Literate