STI Retentions Consultant at PPS

Job Advert Summary    

The purpose of this role is to nurture the customer relationship and acts as a sales enabler to drive re-purchase loyalty toward PPS Short Term Insurance products and services. This individual will ensure maximum correlation between customer requirements and PPS Insurance products and/or services to strive for consistent delivery by exceeding customer expectations.

Minimum Requirements    

Qualifications:

• Grade 12.
• RE5.
• A related business administration/communication tertiary qualification would be highly advantageous.

Experience:

• Minimum two years call centre experience of which 12 months must be retentions specific experience in short term insurance or banking industry.
• Knowledge of PPS administration, clerical processes and relevant product knowledge would be advantageous.

Knowledge:

• Full Suite of PPS products.
• PPS systems.
• Retentions.
• Customer Experience Skills.
• Problem Analysis and Problem Solving.
• Strong telephone etiquette.
• Have knowledge of the SA insurance industry.
• Have the ability to assimilate new information quickly.
• Have good conceptual reasoning.
• Have an excellent command of the English language and have strong persuasion skills, display assertiveness and persistence.

Team behaviours that the successful candidate will be expected to display:

• Accountability.
• Confidentiality.
• Logical and analytical thinking.
• Attention to detail.
• Excellent verbal and written communication skills.
• Confident decision making.
• Insurance industry knowledge.
• Insurance industry regulations / codes.
• Initiative and Forward Thinking.
• Relationship building.

Computer Literacy:

• Proficient in MS Office (Word, Excel, and Outlook) and the Internet.
• IAA, PPS Intouch, Service Manage would be advantageous.

Duties and Responsibilities    

• Achieve Retention Targets.
• Nurturing relationships with existing PPS Short Term Insurance customers.
• Customer Service according to agreed Service Level Agreements as stipulated by the department.
• Follow the standard Retentions procedures.
• Adhere to Quality Assurance and Compliance Measures.
• Project the professional and customer focused image of PPS.
• Utilize proactive persuasive/retention skills to turn requests for cancellation into continued business.
• Retain clients through verbal or written communication by handlings claims and complaints.
• Educate customers on active product features & service offerings.
• Follow up on unmet premiums and ensuring their collection.
• Liaise with other departments and insurers and execute policy administration.
• Increase revenue through up-selling and cross-selling.