Retention Agent

Purpose

The purpose of the Insurance Retention role is to retain existing customers by effectively addressing their needs, concerns, and reasons for cancellation.

The role focuses on providing exceptional customer service, identifying opportunities to offer suitable insurance solutions, and ensuring customer satisfaction and loyalty.

The Retention Agent serves as a brand ambassador, fostering strong relationships while meeting retention targets and contributing to the overall profitability of the business.

Key Performance Areas

Meet retention objectives and revenue targets

Ensure that the agreed retention and revenue targets are achieved in line with business requirements

Ensure compliance standards and legislative requirements are adhered to and met against agreed quality benchmarks with regards to FAIS, FICA, TCF, POPI, CPA, NCR legislation

Ensure a professional, polite and efficient service is offered by acting as an ambassador

Follow complaints resolution processes and ensure complaints and disputes are documented and resolved in accordance with resolution processes

Respond to incoming requests for cancellations of insurance products and persuade customers to retain cover

Qualifications

Grade 12 / Matric or Equivalent qualification

Minimum 1 year Call Centre experience.

Good communication skills

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