Job Summary
The Retentions Specialist is responsible for implementing customer retention programmes and initiatives to increase loyalty and retain business.
Key activities:
Responsible for managing a team of Retentions Agents who drive retention and upselling of Life Products for the core customer base.
Upselling
Liaise with collections team to ensure the resolution of queries on VAPS for successful payment of premiums.
Ensure that daily debits have run.
Ensure payment schedules go out to the various brokers/schemes.
Contribute to the development of new strategies for customer retention activities.
Develop retention campaigns and initiatives based on customer feedback, to drive customer retention.
Manage and influence Lapse ratio reduction.
Perform customer negotiations to renew contracts and retain business and reach a fair conclusion from both business and customer perspective.
Effectively manage complex retention queries.
Manage the day-to-day activities of the Retentions Agents, including scheduling and the evaluation of work for adherence to standards and ways of work.
Ensure sales targets that measure outputs and outcomes that relate to customer experience are met.
Enforce retention process end to end as per Standard Operating Procedures.
Ensure proper capacity planning (Work Force Management) for the Retentions team to deliver on the KPAs.
Qualifications and Experience required:
- 3 year degree or national diploma
- RE5
- 5-7 years relevant experience in an insurance Retentions or Collections role.
- Experience in management or leadership role
This newly created role provides an exciting opportunity for a Retentions Specialist who would like to leverage their experience to implement a new retentions strategy, in an organisation that has clear customer, product and growth objectives.
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