About The Role

The primary responsibility of this role is to retain existing policyholders acquired through telemarketing efforts by addressing their concerns, resolving issues, and promoting the value of our insurance products.

This role plays a critical part in maintaining customer satisfaction and minimizing policy cancellations.

Handle inbound and outbound calls related to customer complaints, cancellation requests, and escalations with professionalism and empathy.
Effectively communicate the benefits of insurance policies and utilize approved retention tools and techniques to persuade customers to maintain their coverage.
Respond promptly to cancellation requests, investigate underlying concerns, and offer tailored solutions to retain the customer.
Ensure all cancellation processes are completed within the required 30-day timeframe to avoid regulatory fines and penalties.
Strive to resolve customer issues in a timely and satisfactory manner, contributing to overall customer loyalty and retention metrics.

Matric (Grade 12) is essential.
A minimum of two years’ telesales experience as an agent within an outbound call centre environment. (internal)
1–2 years of experience in a customer retention role, preferably within the insurance or financial services industry
Demonstrated bilingual verbal and written communication skills required
Certifications (Advantageous): RE5 Certification / FAIS Accreditation
Familiarity with industry regulations including FSB Compliance, Code of Conduct, POPI Act, and the National Credit Act (NCA).