Client Engagement

• Ensure a high level of client satisfaction through proactive support and active listening
• Investigate client queries within the agreed service level and ensure that client receives timeous feedback.
• Escalate client queries to the relevant department or stakeholder.
• Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate service.
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall client targets
• Provide authoritative, expertise and advice to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders
• Deliver on service level agreements and made with clients and internal and external stakeholders in order to ensure that client expectations are managed
• Make recommendations to improve client service and fair treatment of clients within area of responsibility
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service
• Respond efficiently, accurately and ensure client feels supported and valued
• Educate clients on the value of our products and services
• Deal with outstanding debit orders and payment arrangements
• Respond to incoming requests for payment arrangements and persuade our clients to make payment
• Secure a promise to pay for the rejected debit
• Proactively contact clients who are identified as at risk of cancellation and ensure that every opportunity to retain these clients are investigated
• Identify opportunities to turn dissatisfied clients into happy clients
• Research billing issues or misapplied payments within determined SLA’s and respond to client
• Follow and adhere to retentions processes, procedures and protocol
• Focus on first case resolution as far as possible

Internal Processes

• Engage with clients to investigate possible reasons for the cancellation of the policy.
• Engage with Finance, Collections and Services department, and with client regarding non-payment of premiums
• Escalate client queries to the relevant departments and track the resolution of the query.
• Accurately capture client and cancellation information and relevant actions on the system.
• Accurately complete all administrative and reporting requirements within agreed timeframes.
• Achieve set targets on quality and retention.
• Adhere to compliance requirements in the sales process in line with legislative requirements.
• Analyse client behaviour to identify flags for potential cancellation.
• Document client outcomes to add to our knowledge of reasons why clients choose to cancel their services with us
• Identify new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of client cancellation
• Gather information about client complaints
• Provide internal feedback on how to improve client retention

Work collaboratively

• Build a culture of respect and understanding across the organisation
• Recognise outcomes which resulted from effective collaboration between teams
• Build cooperation and overcome barriers to information sharing, communication and collaboration across the organization
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

Self-Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrate consistent application of internal procedures
• Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate abilities to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

Requirements

Minimum Academic, Professional Qualifications & Experience required for this position

• Grade 12 with English and a second language
• Undergraduate/Postgraduate qualification in related field advantageous
• RE5/FAIS Credits (Preferred)
• Minimum of 2 – 3 years client service and/or sales experience
• Previous Retentions experience (Advantageous)