Retention Consultant at Telesure Investment Holdings (TIH)

Job Purpose

• Retention of policies through restatements and management of cancellations.
• Focuses on meeting targets, maintaining customer relationships, and troubleshooting specific customer problems. Has a solid knowledge of products, their characteristics, and market. Focus on growth of brand and meeting profit margins.

Responsibilities

• Customer Relationship Development / Prospecting
• Make calls (by telephone or in person) to allocated customers to develop new
• relationships. Act as a first point of contact for resolving customer queries and complaints.

Customer Needs Clarification

• Set clear objectives for each call; use standard materials to make a presentation
• to the customer; and ask relevant questions to evaluate the customer's level of
• interest and to identify and respond to areas requiring further information or explanation.

Customer Service

• Provide a quality service to customers while identifying opportunities to secure
• new business or support retention. Responsibilities may include processing
• cases, dealing with complex queries and investigating and resolving customer problems.

Customer Relationship Management (CRM) Data

• Schedule follow-up actions and enter relevant information into the customer
• relationship management system after each contact with a customer to create a
• call plan and to ensure that the organisation has quality data to enable effective
• customer retention and business development activities.

Operational Compliance

• Develop working knowledge of the organisation's policies and procedures and of
• regulatory codes and codes of conduct relevant to own work, adhering to
• mandatory procedures to ensure own work is undertaken to the required
• standards.

Sales Opportunities Creation

• Interview allocated potential customers, using a standard sales script, to identify
• those that fit predefined criteria; utilise the information to propose a product
• solution to reinstate.

Sell Customer Propositions

• Identify the products or services that best meet the customer's stated needs, use
• personal expertise to propose quantities and product configurations, explain the
• selection to the customer, and invite the customer to make a purchase at the
• best premium and conditions of sale.

Performance Management

• Prioritise own workflow and ensure work is completed to the required standards
• of quality and timeliness; use performance management systems to improve
• personal performance.

Personal Capability Building

• Develop own capabilities by participating in assessment and development
• planning activities as well as formal and informal training and coaching. Develop
• and maintain an understanding of relevant technology, external regulation, and
• industry best practices through ongoing education, attending conferences, and
• reading specialist media.

Education

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory exam 5 (Advantageous)

Experience

• Retentions experience (7 to 12 months).