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    SAU - Job Description - Retentions Department - Feb 2023

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    Bobby McIntosh
    The role of a Retentions Consultant is to communicate with customers to increase loyalty and retain their business through resolving issues. Key responsibilities include making contact with clients whose premiums are unpaid, negotiating solutions to retain customers within guidelines, and increasing revenue through upselling. Performance is measured through targets for policy retention, reinstatements, and key performance indicators. Requirements for the role include strong negotiation, communication, problem-solving, and customer service skills as well as insurance qualifications and experience.

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    SAU - Job Description - Retentions Department - Feb 2023

    Uploaded by

    Bobby McIntosh
    15 views3 pages
    The role of a Retentions Consultant is to communicate with customers to increase loyalty and retain their business through resolving issues. Key responsibilities include making contact with clients whose premiums are unpaid, negotiating solutions to retain customers within guidelines, and increasing revenue through upselling. Performance is measured through targets for policy retention, reinstatements, and key performance indicators. Requirements for the role include strong negotiation, communication, problem-solving, and customer service skills as well as insurance qualifications and experience.

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    The role of a Retentions Consultant is to communicate with customers to increase loyalty and retain their business through resolving issues. Key responsibilities include making contact with clients whose premiums are unpaid, negotiating solutions to retain customers within guidelines, and increasing revenue through upselling. Performance is measured through targets for policy retention, reinstatements, and key performance indicators. Requirements for the role include strong negotiation, communication, problem-solving, and customer service skills as well as insurance qualifications and experience.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    15 views3 pages

    SAU - Job Description - Retentions Department - Feb 2023

    Uploaded by

    Bobby McIntosh
    The role of a Retentions Consultant is to communicate with customers to increase loyalty and retain their business through resolving issues. Key responsibilities include making contact with clients whose premiums are unpaid, negotiating solutions to retain customers within guidelines, and increasing revenue through upselling. Performance is measured through targets for policy retention, reinstatements, and key performance indicators. Requirements for the role include strong negotiation, communication, problem-solving, and customer service skills as well as insurance qualifications and experience.

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    Job Description – Retentions Consultant

    Main Purpose of the Job

    To communicate with customers to increase loyalty and retain their business or service. You will
    speak with customer or employees over the phone or in-person and will often need to quickly devise
    solutions to problems you are presented with. You will be required to negotiate directly with
    customers to ensure their loyalty to find a mutually beneficial solution. You will be expected to
    balance the organization’s desire to keep the customer with the potential revenue that the customer
    represents, and the costs associated with retaining them.

    Key Responsibilities and Accountabilities

     Policy retention (saves) as per the guidelines provided in the Retention SOP.
     Making contact with clients who’s premiums have not been paid or stopped.
     Policy reinstatements (following cancellation) as per the guidelines provided in the
    Retention SOP.
     Respond to incoming calls from customers, via e-mail or facsimile
     Identify and resolves customer issues through existing and creative retention techniques
     Exercise creative negotiation and upselling technique to motivate customers to continue the
    relationship with SAU
     Negotiate with Customers within the approved and documented guidelines as per the
    Retentions SOP.
     To maintain a healthy profitable relationship with clients and brokers
     Educate customers on active product features & service offerings
     Increase revenue through up-selling and cross-selling
     24 hours turn- around time on client queries
     Provide outstanding customer service, troubleshoot and resolve service and monitor
    technical problems for customers by asking appropriate questions

    Key Performance Measures  

     The key performance measures are decided and agreed upon at the start of each financial
    year. They will be incorporated into the score card for the financial year.
     Targets will be discussed in team and one-on-one sessions
     Below 80% kpa will lead to Performance Management
    Requirements

     Negotiation skills
     Cultural sensitivity
     Listening skills
     Conflict Handling and resolution skills
     Ability to motivate self and others
     Communication Skills (Verbal and Written)
     Influencing Skills
     Time management
     Attention to detail
     Flexible within parameters
     Confident
     Responsible and honest
     Creative problem solving
     Ability to work under pressure
     Experience in Personal Lines Insurance, processes and administration
     Excellent telephone Etiquette
     FAIS Compliant
    o RE
    o FAIS credits
    o Class Of Business
    o Continuous Professional Development 12 hours/points per cycle yearly

     Be a team player and take responsibility for own development initiativesDeal with client
    queries timorously in an open, professional and empathetic mannerProvide professional and
    correct advice and ensure that client's interests are safeguarded at all times Customer
    service – you need excellent client or customer service skills to successfully assist and
    interact with customers, members, and employees
     Patience – this role requires a high degree of patience, as you need to gather information
    related to customer dissatisfaction and determine how to best resolve the situation
     Conflict resolution – you need to be skilled at conflict resolution and should be able to
    navigate situations where customers are unhappy with the company
     Problem-solving skills – effective problem-solving is central to this position. You need to
    think on your feet to provide solutions to customer issues or complaints
     Communication skills – You should be a strong written and verbal communicator.
     Be computer literate with experience in Microsoft Office and Outlook (System training on
    SAU CRM iSuite will be given)
     Matric Certificate
     Have a minimum of 3 years’ experience in Personal Lines Insurance
     Have a COP or higher insurance qualifications
     Be computer literate with experience on MS Word, Outlook, IMS and iSuite
     Work accurately and pay attention to detail
     Be able to work under pressure and handle irate clients in a composed manner
     RE5
     Full insurance credits

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