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  • Posted: Jun 22, 2022
    Deadline: Not specified
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  • 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 ...
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    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 careers.sanlamcloud.co.za to apply

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