Jobs Available at PPS

Minimum Requirements

Education: 

• A 3-year tertiary qualification (Degree/Nat Dip) in sales, marketing, or related field

Experience:

• 3+ years experience in a similar role.
• 2+ years call centre experience.
• 1 year retentions / sales specific experience in the long term insurance or banking industry.
• Previous Customer Service experience an advantage.

Knowledge and Skills:

• Comprehensive use of MS Office applications (Microsoft Teams, Outlook, Visio, Word, Excel, Powerpoint, Projects).
• MS Access and SQL experience/skills.
• Have excellent verbal and written communication skills in English. A good command of the English Language.
• Have good decision-making skills.
• FAIS and FICA knowledge.
• Knowledge of Financial institutions (advantageous)

Duties and Responsibilities

Retention Responsibilities:

• Communicating with customers and sales representatives.
• Analyzing customer behavior.
• Gathering information about customer complaints.
• Negotiating with customers to renew contracts and retain business.

Other duties:

• Writing and presenting customer behavior reports.
• Developing aggressive retention strategies based on customer feedback.
• To execute policies and procedures related to service delivery in Operations and between other areas.

Stakeholder management:

• Meeting with the sales team to propose customer retention solutions.
• Building positive relationships with customers and business associates.
• Provide support to the broader Life Operations teams.
• Establish, maintain and build relationships with key stakeholders.

Maintain Product Expertise

• In order to assess the procedures and system functionality, a Member Benefits Consultant must be an expert in the products offered by PPS. This requires one to take the initiative to master every feature and benefit of each product.

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Minimum Requirements

• Grade 12 certificate
• 3-year Tertiary Qualification in any related field.
• A minimum of 3 years’ experience in Medical Scheme administration
• Sound knowledge of PPSHA Processes, ISO and other related legislation
• Good interpersonal skills and ability to interact with people at all levels
• Computer literacy

Duties and Responsibilities

• Establishing a coaching relationship with each assigned coachee in order to facilitate a productive working relationship.
• Identifying and analyzing areas for coaching in order to assist the development of coaches.
• Establishing coaching goals and corrective/development action emanating from DPS’s/performance appraisals/quality assurance in order to ensure that coachees reach the required standard.
• Provide on the job training to coachees as required
• Do real-time quality assessments with coachees.
• Communicating feedback to coachees during GROW sessions on quality assurance matters using the Administration system/prescribed quality evaluation forms/published reports/voice recorder in order to maintain a high quality of work in the group.
• Liaising with coaches from other groups on a regular basis in order to resolve queries/maintain SLA’s and to build a positive working relationship between various groups.
• Ensuring constant feedback on progress to consultants by regularly updating them on their quality stats
• Maintaining service level agreements for all assigned processes
• Behave in alignment with the PPSHA values