Senior Clerk: Retention (Outbound calls) (Centurion) at AVBOB South Africa

Description

• To comply and act in accordance with clients on scripted and recorded outbound calls complying with effective quality assurance processes and retention strategies with the aim of building customer relationships to increase loyalty and retain business.

Non- Payments

• Review premium history to determine the date premium last paid and status of the policy.
• Initiate calls, through guidance of a compliance approved script
• Initiate calls, providing best solutions on outstanding premiums depending on the nature of non-payment.
• Advise on premium debt on older policies that fall in arrears, explaining the premium debt rules and how it works.
• Advise clients on different types of payment methods to settle the outstanding balance on the policy.
• Reinstate deductions and secure payment for future deductions.
• Document communication, delivery and outcomes on the system.
• Send updated policy contract or an endorsement where applicable

Cancellation Requests

• Receive cancellation letter through workflow system
• Verify the signatures with the original documents
• Update the contact details and addresses
• Determine the cancellations reasons
• Resolve all complaints
• Prepare statistics data and reporting

Retention of policies and Cancellations

• Call clients and establish the reasons for cancellation.
• Advise clients on best possible solution based on cancelation reason, by reducing premiums in the case of unaffordability, reduction of sum assured, and removal of lives.
• Obtain voice recorded consent or a written instruction, signed by the policyholder if the policyholder chooses to reduce the premium, remove some of assureds or make the policy paid-up.
• Send the paid up forms to the policy holder.
• Modify and amend policies according to the clients’ request.

Monitoring and Reporting

• Ensure the targets are achieved.

Requirements

• Grade 12
• FAIS Recognized Qualification
• RE5 / RE1
• 2 - 3 Years experience in insurance