Job Description

Sanlam Vacancies – Client Engagement Adviser : Retentions

Job Description

We are seeking a Client Engagement Adviser : Retentions to join our team and contribute to our growth.

Job Purpose:

As a Client Engagement Adviser : Retentions, you will play a vital role in retaining clients by offering world-class products and services, all while achieving performance targets efficiently and professionally. You will leverage your persuasive skills to address client needs, engage with customers proactively, and help reinstate policies, ensuring exceptional service and client satisfaction.

Key Responsibilities:

• Client Retention: Use persuasive techniques to engage clients and address their needs, ensuring retention and customer loyalty.
• Proactive Engagement: Reach out to clients with unpaid debit orders, providing solutions and opportunities for retention.
• Policy Reinstatement: Apply effective persuasion methods to reinstate cancelled policies and ensure continued coverage.
• Exceptional Service: Address client inquiries, offer support, and ensure overall satisfaction to retain clients.
• Product Education: Educate clients on Santam Direct’s offerings, billing processes, and value proposition.
• Sales Performance: Meet monthly key performance targets and adhere to workforce management protocols.
• Cross-Selling & Upselling: Drive retention marketing campaigns through upselling and cross-selling opportunities.
• Competitive Research: Analyze market trends, pricing, and policy services to offer clients suitable options and comparisons.
• Additional Responsibilities: Perform other duties as required to support team and company goals.

Qualifications and Experience:

• RE Qualification (essential)
• FAIS Compliant (150 credits)
• 3 years’ experience in Personal Lines Insurance Retentions

Skills and Attributes:

• Exceptional Negotiation & Persuasion Skills: Ability to influence clients effectively and close deals.
• Strong Communication: Excellent verbal and written communication skills.
• Interpersonal Skills: Ability to build strong client relationships and network effectively.
• Client Service Orientation: Committed to providing outstanding service and resolving client issues.
• Pressure Management: Thrive in high-pressure environments, consistently meeting targets.
• Attention to Detail: Ensure accuracy and precision in all client interactions.
• Self-Motivated: Proactive and able to work independently.
• Judgment & Decision-Making: Ability to make sound decisions to meet client needs and business objectives.

Competencies:

• Adaptability: Flexibility in handling changing demands and client needs.
• Analytical Thinking: Ability to assess situations and make informed decisions.
• Results-Driven: Focused on achieving and exceeding sales and retention targets.
• Conflict Resolution: Manage and resolve client concerns effectively.
• Emotional Self-Regulation: Maintain professionalism in all interactions.
• Strong Customer Service Orientation: A genuine passion for helping clients and solving problems.
• Time Management: Ability to balance tasks and priorities efficiently.
• Team Collaboration: Work effectively with colleagues to achieve shared goals.

Probation Period:

• There will be a probationary period of three months, consisting of:
  • Four-week training period, after which knowledge will be assessed.
  • On-the-job evaluation phase, with progress measured against set sales targets.

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