Senior Clerk – Retention

Job Title: Senior Clerk – Retention (Outbound Calls)

Location: Centurion
Reference Number: 163RA03
Job Type: Permanent
Employment Equity Position: Yes
Salary: Market-Related

About the Role

We are seeking a Senior Clerk – Retention (Outbound Calls) to engage with clients through scripted and recorded outbound calls, ensuring adherence to quality assurance processes and retention strategies. The primary objective of this role is to strengthen customer relationships, enhance loyalty, and retain business by providing solutions to non-payments and cancellation requests.

Key Responsibilities

Non-Payment Management

• Review premium payment history to determine the last payment date and policy status.
• Initiate outbound calls using compliance-approved scripts.
• Provide tailored solutions for outstanding premiums based on the nature of non-payment.
• Explain premium debt rules for policies in arrears and advise clients accordingly.
• Educate clients on available payment methods to settle outstanding balances.
• Reinstate debit order deductions and secure future premium payments.
• Document all communications, actions, and outcomes accurately in the system.
• Send updated policy contracts or endorsements where applicable.

Cancellation Requests

• Process cancellation requests received via the workflow system.
• Verify client signatures against original documents.
• Update contact details and addresses as necessary.
• Identify and understand the reasons behind cancellation requests.
• Address and resolve customer complaints where possible.
• Generate statistical reports and data on cancellations for management review.

Retention & Policy Adjustments

• Contact clients to establish the reasons for cancellation and provide alternative solutions.
• Offer policy modifications such as premium reductions, sum assured adjustments, or removal of insured lives to accommodate client affordability.
• Obtain voice-recorded consent or written instructions from the policyholder for any modifications.
• Send paid-up forms where necessary.
• Implement policy amendments based on client requests.

Monitoring & Reporting

• Ensure individual targets and key performance indicators (KPIs) are met.
• Provide regular reports on policy retention and cancellation trends.

Minimum Requirements

• Grade 12 (Matric).
• FAIS-recognized qualification.
• Regulatory Examination (RE5 / RE1) certification.
• 2 – 3 years of experience in the insurance industry (retention, customer service, or policy administration).
• Strong understanding of policy administration, premium management, and customer retention strategies.
• Excellent communication, negotiation, and problem-solving skills.
• Ability to work independently while meeting targets and deadlines.

Why Join Us?

• Be part of a customer-focused organization that values client relationships.
• Competitive compensation package with potential incentives.
• Career growth opportunities within the insurance sector.
• Work in a collaborative and supportive team environment.

If you have a passion for customer engagement, problem-solving, and policy retention, we encourage you to apply for this exciting opportunity!

 

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