Fresh Jobs at Santam Insurance

What will you do?

• Santam Travel Insurance has a position available for a Call Centre Agent who will be based in (Illovo).

What will make you successful in this role?

The successful candidate will be required to market and / or sell short term insurance products to clients as well as intermediaries.

KEY RESPONSIBILITIES:

• Interact with clients (telephonically or on a face to face level)
• Operate in an Inbound call centre environment
• Maintain excellent product knowledge
• Provide correct, factual information relative to products and benefits in accordance with the requirements laid out by the Financial Advisory and Intermediary Services Act (FAIS ACT).
• Be responsible for the administration and processing of documents including but not limited to policies, endorsements, quotations and other supporting documentation • Resolution of verbal and written queries
• Ensure a high level of customer service including but not limited to excellent phone etiquette, effective written and verbal communication.  Ad hoc support to management and the sales team as and when required 

Qualifications & Experience

• Minimum Matric or suitable equivalent FAIS Accreditation and 
• RE1 (if they have been in the financial industry)
• 3 years’ experience in the Call centre environment 

Knowledge & Skills

• Computer literate in MS Office Excel, Word and Outlook
• Good interpersonal skills
• Good written and telephonic skills
• Good command of English language Service orientated
• Attention to detail
• Work well under pressure 
• Outbound experience advantageous 
• Candidate must have a good understanding of the Travel industry 

Competencies

• Client Service Orientation 
• Problem Solving
• Decision Making
• Resilience 
• Handling Information
• Gathering Information 
• Oral Communication 

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What will you do?

• The Retention Consultant is responsible for preventing policy cancellations and minimising portfolio attrition by engaging clients or intermediaries at risk of leaving. The role requires advanced negotiation skills, strong product knowledge in Personal Lines insurance, and the ability to balance commercial outcomes, underwriting discipline, and Treating Customers Fairly (TCF) principles.
• The consultant acts as the final point of intervention, using insight-led negotiation to retain profitable business while ensuring compliance with underwriting, pricing, and conduct standards. 

What will make you successful in this role?

• Proactively engage clients or intermediaries on cancellation, non-renewal, discount requests, and unpaid premium cases;
• Apply high level negotiation techniques to retain policies through: Premium restructuring, Cover optimisation & Excess adjustments;
• Value based selling and benefit articulation;
• Identify the true reason for cancellation and tailor retention strategies accordingly;
• Negotiate within authorised mandates and escalate exceptions appropriately;
• Identifying re-insurance and appropriate action where applicable;
• Providing quality and correct feedback on high level technical queries;
• Working within higher level mandates;
• A good understanding of contact centre processes and SLA;
• Strong retention focus;
• Responsible for Risk evaluation and management;
• Handling of online broker related telephonic requests, Provide expert advice across Personal Lines products, including motor, household, and additional covers;
• Assess risk profiles, claims history, policy tenure, and pricing structures when formulating retention solutions;
• Ensure that retained policies remain technically sound and commercially viable;
• Actively manage a pipeline of at-risk policies to achieve retention, save rate, and premium preservation targets;
• Identify recurring cancellation drivers and provide feedback to improve upstream processes;
• Contribute to portfolio stability by focusing on quality retention rather than short-term saves;
• Ensure full adherence to TCF, underwriting guidelines, and internal retention SOPs;
• Maintain accurate system notes reflecting negotiation outcomes and decisions;
• Protect the organisation from anti-selection and inappropriate discounting practices;
• Build strong working relationships with brokers, service consultants, underwriting teams, and finance;
• Handle difficult conversations professionally and confidently, even in high-pressure scenarios;
• Act as a trusted advisor rather than a transactional call handler.

Qualifications and Experience

• Grade 12;
• Short term insurance related qualification (min NQF lev 4); or similar;
• FAIS requirement: 150 credits with regards to Personal Lines Underwriting (NQF level 4) or equivalent;
• Computer literate (MS Office package) and Internet;
• At least 3 years current experience with regards to Personal Lines Short term insurance;
• RE Qualification (Advantageous);
• Clear track record in terms of adherence to Quality standard and Compliance. 

Key Performance Indicators (KPIs)

• Retention / Save Rate;
• Net Written Premium preserved;
• Quality of retained business (post-retention lapse and claims experience);
• Compliance and audit outcomes;
• Customer or broker satisfaction scores.

Personal Attributes

• Decision quality;
• Persuades;
• Action orientated;
• Business insight;
• Detail orientated. 

Knowledge and Skills

• Profitable underwriting;
• Customer service/Complaints;
• Queries;
• Investigation;
• Advice;
• Quality management.