Retentions Consultant

Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

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Responsible for processing of all cancellation or surrender requests of policies including but not limited to handling inbound and outbound calls.

• Handle incoming and outgoing sales calls in accordance with predetermined schedules, campaigns and targets.

• Deal with all customers in a professional manner in strict accordance with businesses culture, products and quality standards.

• Manage time and workloads to ensure that deadlines and targets are met.

• Demonstrate an excellent knowledge of the business product offerings, campaigns, rules and conditions in order to recommend the right solution to the customer.

• Perform proactive and reactive activities designed to retain customers including but not limited to contacting clients to advise them of unsuccessful premium collection.

• Offer retention solutions appropriate to the product, recording insights related to the activity performed.

• Maintain accurate and complete record of all retention actions taken.

• Analyse clients portfolio in terms of loss ratio rates, discounts and assess whether the client can be retained within retention guidelines.

• Accept full responsibility for all telephone calls, emails and messages to the department relative to retention in line with the business policies.

• Utilize the in-depth knowledge of in-house policy wordings, underwriting rules, policy and procedures, as well as that of competitors to offer a compelling value proposition for customer retention.

• Maintain and build client relationships with all relevant business stakeholders.

• Matric

• Credit & Criminal Clear

• Insurance Certificate

Skills

Consultative Selling, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Probing Questions, Sales Data Management, Strengthening Customer Relationships, Upselling

Competencies

Action OrientedCommunicates EffectivelyCustomer FocusDecision QualityEnsures AccountabilityInterpersonal SavvyManages AmbiguityManages Complexity

Education

NQF Level 3 & NQF Level 2 - Below school leaving

Closing Date

28 January 2026 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

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