Retentions Specialist (Parktown) at Rand Mutual - RMA

• As a Retentions Specialist, you will be responsible for implementing customer retention programmes and initiatives to increase loyalty and retain business. You will also be responsible for managing a team of Retentions Agents who contribute to RMA’s strategic deliverables through ensuring successful collection of premiums in an endeavour to retain RMA Life’s core customer base by driving retention and upselling of RMA Products.

WHAT WILL YOU DO?

Upselling

• Work with the Sales team in implementing sales promotion activities.
• Deliver product presentations and demonstrations to customers.
• Drive up-selling to existing for purpose of business growth and sustainability.
• Offer downgrade of products to retain customers.

Manage travelling arrangements

• Liaise with collections team to ensure the resolution of queries on VAPS for successful payment of premiums.
• Ensure that daily debits have run.
• Ensure payment schedules go out to the various brokers/schemes.
• Contribute to the development of new strategies for customer retention activities.
• Gather information from existing customers about customer service and customer complaints.
• Develop retention campaigns and initiatives based on customer feedback, to drive customer retention.
• Manage and influence Lapse ratio reduction.
• Perform customer negotiations to renew contracts and retain business and reach a fair conclusion from both business and customer perspective.
• Build positive working relationships with customers for repeat businesses.
• Effectively manage complex retention queries.

Lead QA Team

• Manage the day-to-day activities of the Retentions Agents, including scheduling and the evaluation of work for adherence to standards and ways of work.
• Ensure sales targets that measure outputs and outcomes that relate to customer experience are met.
• Enforce retention process end to end as per Standard Operating Procedures.
• Ensure proper capacity planning (Work Force Management) for the Retentions team to deliver on the KPAs.
• Submit weekly and monthly retention reporting as and when needed.

WHAT YOU'LL BRING TO THE TABLE?

• NQF Level 7: Bachelor's degree in sales, customer service, or related field.
• RE5.
• 5 – 7 years retentions/ collections within insurance industry (Essential).
• 2 – 3 years Sales experience (Essential).
• Ability to liaise effectively with stakeholders on all levels
• Ability to multitask.
• Experience in sales, customer retention or customer service, ideally with up-selling and cross-selling within in the insurance sector.

Closing date: 01 June 2023