AVBOB, Africa's lagest mutual assurance society providing a one-stop funeral insurance and burial solution, has a vacancy for:

KEY RESPONSIBILITIES:
Reduce lapse ratio:
Phone clients with unpaid or lapsed policies to negotiate payment .
Assist the telemarketers to retain their business by reinstating policies.
Investigate and determine why policies lapse or are being cancelled.
Advice clients to convert to stop order payment when talking to them to further reduce lapses.
Retention of policies:
Phoning of clients contacted by the telemarketers in order to ensure service levels is acceptable
Ensure that the submitted business written by the telemarketers are retained
Cancellation Requests:
Follow approved standards to attend to cancellation requests from clients
Advice clients on available options to retain the policy
Update information on system if the client accepts the retention proposal
Send surrender form policies with surrender value
Provide customer service to Policyholders:
Solving of elevated after sales queries and problems
Handling of all after sale queries from policyholders
Liaising with other departments with regard to queries received
Make courtesy calls to policyholders.
Perform daily administrative duties.
Keeping daily, weekly and monthly statistics.
Assist with the generation of leads

MINIMUM QUALIFICATION:
•Grade 12
•Full qualification in-line with FAIS requirements

KNOWLEDGE AND EXPERIENCE
•4 year experience in call centre, sales environment
•Knowledge in Long-term insurance
•Computer literate

TECHNICAL AND BEHAVIOURAL COMPETENCIES
Excellent verbal and written communication skills
Numeracy skills
Excellent telephone etiquette
Service orientated
Quality driven
People-focused
Attention to detail
Interpersonal Skills
Problem solving skills
Decision making skills
Stress tolerance
Time management skills