Retentions Specialist – Health & Gap Insurance

Reporting to: Retentions Team Leader / Manager

About Oneplan

Oneplan is a leading South African Health Insurance provider committed to making quality healthcare accessible and affordable. We are looking for a results-driven Retentions Specialist to join our growing team and play a critical role in retaining valued members who are considering cancelling their Health or Gap Cover policies.

Purpose of the Role

The Retentions Specialist is responsible for engaging with policyholders who have requested to cancel their Health Insurance or Gap Cover policies. Through effective needs analysis, objection handling, and solution-based conversations, the Retentions Specialist will work to retain members while ensuring a positive customer experience.

This role is highly target-driven and includes a performance-based commission structure linked to successful policy retentions and premium collections.

Key Responsibilities

Client Retention

• Contact policyholders who have requested policy cancellations.
• Understand and identify the reasons for cancellation.
• Present suitable retention solutions based on the client's needs and circumstances.
• Educate clients on policy benefits, value propositions, and available alternatives.
• Negotiate retention offers within approved guidelines.

Customer Experience

• Deliver exceptional customer service during every interaction.
• Build rapport and trust with clients.
• Handle difficult conversations professionally and empathetically.
• Manage complaints and escalated retention-related queries.

Administration & Compliance

• Accurately document all client interactions and outcomes.
• Ensure all retention activities comply with company policies and regulatory requirements.
• Capture retention outcomes and supporting notes on company systems.
• Follow up on pending retention cases within agreed turnaround times.

Performance & Sales

• Achieve monthly retention targets.
• Meet quality assurance and compliance standards.
• Contribute to overall policy persistency and customer retention objectives.
• Identify opportunities for product upgrades and additional cover where appropriate.

What Success Looks Like

You will be measured on:

• Retention Rate (% of cancellation requests retained)
• Retained Premium Value
• Premium Collection Success Rate
• Quality Assurance Scores
• Compliance Scores
• Productivity and Contact Targets

Qualifications

• Grade 12 / Matric
• RE5 Qualification advantageous

Experience

• Minimum 2 years experience in:
• Insurance Retentions
• Customer Retention
• Call Centre Retentions
• Medical Aid, Health Insurance, Gap Cover, Life Insurance or Short-Term Insurance

Knowledge & Skills

• Strong objection-handling ability
• Strong communication and persuasion skills
• Customer-focused mindset
• Ability to work under pressure and achieve targets
• Experience using CRM or policy administration systems

Why Join Oneplan?

• Competitive basic salary
• Monthly commission structure linked to retained premiums collected
• Supportive and high-performance environment
• Opportunity to make a real difference in helping clients maintain healthcare cover

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