South Africa

Retentions Consultant

Company Telesure Group Services
Reference # Retentions Consultant
Published 06/12/2018
Location South Africa
The Retentions Consultant contributes to the organisational goals by conserving policies for the business across all channels and brands through the execution of specific retention strategies and approaches. In contribution to the value added product and the Telesure strategy, the role will strategically grow the volume of Customers on Risk (COR) therefore improving overall profitability.
Job Functions Sales
Industries Sales
Accurately identify the origin and reason for policy cancellations (or cancelled policies) relative to the various channels and brands (broker or customers)
Effectively determine the cause for the policy cancellation (or potential policy cancellation) by selecting the most appropriate approach of responding to the customer or broker
Apply different discounting strategies relative to customer profitability as determined by business analytics and tools
Engage in effective brand reputation management aligned to specific customer concerns in order to limit brand damage and integrity
Update key customer information across all relative systems as required
Adhere to all required risk and compliance requirements as stipulated for the role
Adhere to all business rules, business processes and system access and management regulations on an on-going basis
Adherence to agreed house rules for the team and environment aligned to key performance and quality standards at all times
Effective retention of customers for the business across all channels and brands measured by agreed persistency ratios
Deliver the Telesure Service Way through personal effort and through others
Deliver on TCF principles in alignment with regulatory requirements
Relates well to people in a diverse environment; Promotes and defends equal opportunities; Builds diverse teams
Encourages organisational and individual responsibility towards the community and the environment
Upholds ethics and values
Demonstrates integrity
Focussing on customer needs and satisfaction as per the Telesure Service Way
Sets high standards for quality and quantity
Monitors and maintains quality and productivity
Consistently achieves project goals
Works in a systematic, methodical and orderly way
Easily establishes good relationships with customers and staff
Builds wide and effective networks of contacts
Appropriately follows instructions from others without unnecessarily challenging authority
Follows procedures and policies
Keeps to schedules
Arrives punctually for work and meetings
Complies with legal obligations and safety requirements of the role (e.g. FAIS etc.).
Accepts and tackles demanding goals with enthusiasm; works hard and puts in longer hours when it is necessary
Seeks progression to roles of increased responsibility and influence
Identifies own development needs and makes use of developmental or training opportunities
Analyses numerical data and all other sources of information, to break them into component
parts, patterns and relationships
Probes for further information or greater understanding of a problem
Makes rational judgements from the available information and analysis
Demonstrates an understanding of how one issue may be a part of a much larger system
Gains clear agreement and commitment from others by persuading, convincing and negotiating
Makes effective use of political processes to influence and persuade others
Promote ideas on behalf of oneself or others
Makes a strong personal impact on others
Takes care to manage one's impression on others
Effectively exploring alternatives and positions to reach outcomes that gain the support and acceptance of all parties and builds collective support or agreement
Adapts to changing circumstances
Tolerates ambiguity (uncertainty / complexity)
Accepts new ideas and change initiatives
Adapts interpersonal style to suit different people and / or situations
Shows an interest in new experiences
Maintains a positive outlook at work;
Works productively in a pressurised environment
Keeps emotions under control during difficult situations
Handles criticism well and learns from it
Balances the demands of a work life and a personal life
Coping with pressure and setbacks
Self-awareness EQ / Self Applying specialist and detailed technical expertise
Uses technology to achieve work management objectives
Develops job knowledge and expertise (theoretical and practical) through continual professional development
Demonstrates an understanding of different Telesure departments and functions.

Grade 12 (Standard 10) with University Entrance (NQF4)

Matric (Essential)
3 year Business related degree / diploma (desirable)

RE/ FAIS qualification (should you have been in the industry for a period longer than 2 years)
At least 1-2 years experience customer services call centre in a Financial Services / VAP environment

1-2 years experience in a retentions environment

EQ; Interpersonal / Social EQ.

Kindly note, if you have not heard from us within two weeks of your application please consider it unsuccessful.
Job Closing Date 13/12/2018
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