Retentions Consultant - Value Added Products at Telesure Investment Holdings (TIH)

Introduction
The Retentions Consultant - VAPS (Value Added Products) 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
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.

Requirements
Knowledge and Experience Requirements

• Grade 12 / Matric (Essential)
• RE/ FAIS qualification (Essential)
• 1-2 years experience customer services call center in an Insurance/ VAP environment (Essential)
• 1-2 years experience in a retention environment (Desirable)
• Fluent communication in both verbal and written business Afrikaans (Essential)