Consultant: Customer Care Retentions at Old Mutual South Africa

Job Description

Responsible for processing of all cancellation or surrender requests of policies including but not limited to handling inbound and outbound calls.

• Handle incoming and outgoing sales calls in accordance with predetermined schedules, campaigns and targets.
• Deal with all customers in a professional manner in strict accordance with businesses culture, products and quality standards.
• Manage time and workloads to ensure that deadlines and targets are met.
• Demonstrate an excellent knowledge of the business product offerings, campaigns, rules and conditions in order to recommend the right solution to the customer.
• Perform proactive and reactive activities designed to retain customers including but not limited to contacting clients to advise them of unsuccessful premium collection.
• Offer retention solutions appropriate to the product, recording insights related to the activity performed.
• Maintain accurate and complete record of all retention actions taken.
• Analyse clients portfolio in terms of loss ratio rates, discounts and assess whether the client can be retained within retention guidelines.
• Accept full responsibility for all telephone calls, emails and messages to the department relative to retention in line with the business policies.
• Utilize the in-depth knowledge of in-house policy wordings, underwriting rules, policy and procedures, as well as that of competitors to offer a compelling value proposition for customer retention.
• Maintain and build client relationships with all relevant business stakeholders.