YOUI Retention Advisor

The purpose of a Retention Advisor is to retain existing policyholders by delivering exceptional customer service addressing concerns proactively and offering solutions that meet customers insurance needs. The role focuses on reducing cancellations maximizing customer loyalty and ensuring the business achieves its quality and quantity targets in line with the annual Business Plan. Retentions Advisors act as problemsolvers and relationship builders ensuring that every customer interaction reinforces trust and the value of staying insured with the company. 

Role purpose

• To ensure consistent focus on cancellation ratio renewal rates and compliance.
• To manage the pool of Tasks and Messages allocated daily to effectively deliver an acceptable cancellation ratio.
• To ensure a cancellation rate consistent with and better than the business plan requirement.
• To ensure correct application of the sales process to minimise policy cancellations.
• To ensure Message Turn Around Time (TAT) is kept to an absolute minimum to effect awesome client service.
• To ensure that all client calls and dealings have a quality and compliance focus.
• To actively attempt to retain all clients who wish to cancel a facility.
• To ensure acceptable performances in all key performance areas which might vary as business requirements change. 

What will you do

Sales and Client Service is where the action is! You will

• Retain customers by addressing cancellation requests understanding underlying concerns and offering suitable retention solutions.
• Deliver exceptional customer service through professional handling of inbound and outbound retention calls while ensuring compliance with regulatory requirements.
• Achieve and exceed retention quality and performance targets aligned to the Business Plan.
• Ensure accurate administration by capturing detailed notes following correct processes and maintaining full compliance with policies and standards.
• Contribute to continuous improvement by sharing customer insights enhancing product knowledge and adopting bestpractice retention techniques. 

Qualifications :

Education

• Completed Matric or National Senior Certificate minimum requirement

Experience

• 2 years corporate sales experience advantageous
• 2 years insurance retention experience advantageous

Additional Information :

Key competencies

• Sales process.
• Principles of Client Service.
• Product and system knowledge. 

The YOUI Retention Advisor will report directly to the Retentions Team Manager and will work closely with the wider Retentions team.

An ideal candidate will be able to align their personal work values to the OUTsurance values of Awesome Service Dynamic Honest Human Passionate and Recognition.

In accordance with OUTsurance Insurance Company Ltd Employment Equity goals preference will be given to individuals who meet the job requirements and are from the various designated groups. 

Remote Work :

No

Employment Type :

Full-time