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  • Posted: Jun 22, 2022
    Deadline: Not specified
  • Since our establishment in 1918, Sanlam has been a prominent part of the South African business landscape. We have always held a long-term view of how business adapts to the demands of the environment in which it operates. Today, in a dynamic world, we see an evolving set of social, economic, political and environmental imperatives that require our skilful ...
    Read more about this company


    Retentions Team Leader

    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

    Method of Application

    Interested and qualified? Go to Sanlam on to apply

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