South Africa

Retentions Consultant (Afrikaans)

Company TIH
Reference # AG11/11/20/2
Published 11/11/2020
Contract Type Permanent/Contract
Location Cape Town, Western Cape, South Africa
Faciliates the retention of policies through company approved retention
strategies. Focuses on maintaining customer relationships, meeting various
KPIs and troubleshooting specific customer problems. Has a solid knowledge of
products, their characteristics, and market. Focus on growth of brand and
process alternative solutions to meet customer needs.
Job Functions Client Services
Industries Insurance

Customer Service

-Provide a quality service to customers while identifying opportunities to secure
new business or support retention. Responsibilities may include processing
cases, dealing with complex queries and investigating and resolving customer

Customer Needs Clarification

-Set clear objectives for each call; use standard materials to make a presentation
to the customer; and ask relevant questions to evaluate the customer's level of
interest and to identify and respond to areas requiring further information or explanation.

Sell Customer Propositions

-Identify the products or services that best meet the customer's stated needs,
use personal expertise to propose quantities and product configurations, explain
alternative solutions to the customer and influence the customer to retain their

Customer Management

-Help manage customers by carrying out standard activities.

Operational Compliance

-Develop working knowledge of the organization's policies and procedures and of
regulatory codes and codes of conduct relevant to own work, adhering to
mandatory procedures to ensure own work is undertaken to the required

Customer Relationship Management (CRM) Data

-Enter customer name and address into the CRM system at point of purchase to
ensure that the organization has the relevant information to support follow-up
sales and service actions.

Performance Management

-Prioritise own workflow and ensure work is completed to the required standards
of quality and timeliness; use performance management systems to improve
personal performance and KPIs.

Personal Capability Building

-Keep abreast with current changes in internal policies and procedures, external
regulations which is facilitated by the online training system and tracked by a
formal assessment.

Action Planning and Work Scheduling

-Works under supervision at an elementary level to develop appropriate plans or
perform necessary actions based on recommendations and requirements.

Verbal Communication

-Uses clear and effective verbal communications skills with guidance (but not
constant supervision) to express ideas, request actions and formulate plans or

Computer skills

-Supports business processes without supervision by understanding and
effectively using standard office equipment and standard software packages,
while providing technical guidance as needed.
-Outlook - Basic; AS 400 - Intermediate; EMC-Intermediate; IEX- Basic.

Commercial Acumen

-Applies elementary understanding of the business environment and objectives to
develop solutions under supervision.

Direct Sales

-Works with guidance (but not constant supervision) to maximize the volume and
value of direct sales.

Customer and Market Analysis

-Conducts research and analyzes data under supervision at an elementary level
in order to develop a comprehensive understanding of customer and market
conditions in STI


General Education:
Matric / Grade 12 or SAQA Accredited Equivalent (essential)
Regulatory Exam 5 (advantageous)


General Experience:
1 year retentions experience (essential)


Telephone system

-SAQA Accredited Equivalent - It is the onus of the applicant to provide TIH and
its subsidiaries with certified evidence that their qualification(s) meet the
equivalent NQF level required for this role at time of application. As a registered
Financial Service Provider, we are mandated to ensure that all our
representatives are and remain fit and proper at all times. By applying for this
role, you consent to having your relevant qualification and or accreditation or
confirm that you are working towards meeting the competency requirements.
Job Closing Date 25/11/2020
Share on
Last Updated: 30-7-2020 []
Webserver: SkillsMap (NLBA)