Retentions Agent โ Insurance Call Centre โ Mr Price Money โ Durban
Location: Durban, KwaZulu-Natal, South Africa
Closing Date: Open until filled
Position Type: On-site
Department: Mr Price Money โ Insurance Call Centre
Overview
Mr Price Money is looking for a Retentions Agent to join its Insurance Call Centre team in Durban.
The successful candidate will be responsible for retaining existing insurance policyholders by addressing concerns, resolving complaints and cancellation requests, and helping customers understand the value and benefits of maintaining their insurance cover.
The position is suited to candidates with previous call centre, telesales, customer retention, insurance, or financial services experience.
Key Responsibilities
– Handle inbound and outbound calls relating to policy cancellations, customer complaints, and escalations.
– Engage with customers professionally and empathetically to understand their concerns.
– Explain insurance policy benefits and available options clearly to customers.
– Use approved retention techniques and tools to encourage customers to maintain their insurance policies.
– Investigate the reasons behind cancellation requests and provide appropriate solutions.
– Process cancellations accurately when retention is unsuccessful.
– Ensure cancellation requests are completed within the required 30-day timeframe.
– Resolve customer queries and concerns efficiently and professionally.
– Contribute towards customer satisfaction, loyalty, and policy retention targets.
– Ensure customer interactions are handled in accordance with applicable policies and regulatory requirements.
Minimum Requirements
- Matric / Grade 12 is essential.
- Minimum of 2 years’ telesales experience as an agent within an outbound call centre environment.
- 1โ2 years’ customer retention experience, preferably within the insurance or financial services industry.
- Strong verbal and written communication skills.
- Must be bilingual.
Advantageous Qualifications
- RE5 Certification.
- FAIS Accreditation.
Skills and Knowledge
- Strong customer service and relationship-building skills.
- Good negotiation and persuasion abilities.
- Ability to handle complaints and difficult customer conversations professionally.
- Strong problem-solving skills.
- Ability to identify customer needs and provide suitable retention solutions.
- Good telephone communication skills.
- Ability to work in a target-driven call centre environment.
- Understanding of insurance or financial services will be beneficial.
- Familiarity with relevant regulatory requirements, including:
- FSB compliance requirements.
- Code of Conduct.
- Protection of Personal Information Act (POPIA).
- National Credit Act (NCA).
APPLICATION PROCESS
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