Retention Consultant needed at Telesure Investment Holdings

Job Purpose

• Retention of policies through restatements and management of cancellations.
• Focuses on meeting targets, maintaining customer relationships, and troubleshooting specific customer problems. Has a solid knowledge of products, their characteristics, and market. Focus on growth of brand and meeting profit margins.

Responsibilities

• Customer Relationship Development / Prospecting
• Make calls (by telephone or in person) to allocated customers to develop new
• relationships. Act as a first point of contact for resolving customer queries and complaints.

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.

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 problems.

Customer Relationship Management (CRM) Data

• Schedule follow-up actions and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities.

Operational Compliance

• Develop working knowledge of the organisation’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 standards.

Sales Opportunities Creation

• Interview allocated potential customers, using a standard sales script, to identify those that fit predefined criteria; utilise the information to propose a product solution to reinstate.

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 the selection to the customer, and invite the customer to make a purchase at the best premium and conditions of sale.

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.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Education

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory exam 5 (Advantageous)

Experience

• Retentions experience (7 to 12 months).