Retentions Team Leader at Sanlam Group

What will you do?

• Telephonic retentions on arrear policies (outbound and inbound)
• To provide efficient and quality service to the customer
• Application of the standard operating procedures in place
• Manage and lead a team of consultants to achieve team goals
• Drive quality client engagement through ongoing quality assurance and coaching sessions
• Set and manage campaigns to improve customer retention
• Manage abandon rates and drive SLA
• Performance manage poor performers
• Implement Key performances attributes and measure team against outcomes
• Compliance to industry legislation and guidelines governing collection of arrear premiums on insurance products
• Tracking of outcomes for all policies handled to determine where escalated treatment is needed
• Responsible for daily/weekly/monthly reporting
• Obtain and provide information from/to various stakeholders (Billing, Finance, etc)
• Query and complaint handling
• Identify problem areas and trends, propose resolution and prevention

What will make you successful in this role?

Qualification & experience

• Matric 
• Additional studies of a financial nature (in progress or complete)

Knowledge and skills

• At least two years’ experience in the financial services industry. Call Centre experience an advantage.
• Advanced MS Office (Excel, PowerPoint) Personal qualities
• Well-developed communication (written & verbal) skills

Personal Qualities

• Negotiating Skills
• Assertiveness
• Conflict Management
• Accuracy and attention to detail
• Analysing
• Relating & networking
• Adapting and responding to change
• Problem solving
• Ability to work independently and be a team player
• Good planning and organisational skills
• Proactivity
• Confidence and Decisiveness