South Africa

Retentions Consultant - 1Life

Company 1Life
Reference # 12/1/211L
Published 12/01/2021
Contract Type Permanent/Contract
Location Dainfern, Gauteng, South Africa
Facilitate the retaining of policies through company approved retention
strategies. Focus 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 Sales
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

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 knowledge and understanding of the organization's policies and
procedures and of relevant regulatory codes and codes of conduct to ensure
own work adheres to those standards. Obtain authorization when required from
a supervisor or manager for any exceptions from mandatory procedure.

Performance Management

Prioritise own workflow and ensure work is completed to the required standards
of productivity, quality and timeliness; use performance management systems to
improve personal performance and KPI's.

Personal Capability Building

Keep abreast with current changes in internal policies and procedures. Develop
capabilities by participating in assessment and development planning activities
as well as formal and informal training and coaching; gain or maintain external
professional accreditation where relevant to improve performance and fulfill
personal potential. Maintain an understanding of relevant technology, external
regulation, and industry best practices through ongoing education, attending
conferences, and reading specialist media.

Verbal Communication

Use clear and effective verbal communications skills and provide technical
guidance when required on expressing ideas, requesting actions and formulating
plans or policies.

Computer skills

Support business processes 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; Datanet.

Commercial Acumen

Apply elementary understanding of the business environment and objectives to
develop solutions.

Direct Sales

Work with guidance to maximize the volume of an amendment sale.

Customer and Market Analysis

Conduct research and analyze data in order to develop a comprehensive
understanding of customer and market conditions in STI under supervision.

Action Planning and Work Scheduling

Develop appropriate plans or perform necessary actions based on
recommendations and requirements under supervision.


General Education
Matric / Grade 12 or SAQA Accredited Equivalent (Essential)
Regulatory Exam 5 (Advantageous)


General Experience
1 year sales experience (Essential);
1 year retentions experience (Advantageous)


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.
You further consent to the relevant information being verified.
Job Closing Date 26/01/2021
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Last Updated: 30-7-2020 []
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