Senior Clerk: Retention (Outbound calls)

Job Description

We are looking for a customer-orientated individual with excellent communication skills to join our New Business team. You will be responsible for outbound calls complying with effective quality assurance processes and retention strategies with the aim of building customer relationships to increase loyalty and retain business. You will be working for a company that is over 100 years old with strong values. In return for your services, you will be paid a competitive remuneration package. The organization values employee development and rewards excellent performance.

Responsibilities

• Review premium history to determine the date premium last paid and status of the policy.
• Initiate calls, through guidance of a compliance-approved script.
• Provide best solutions on outstanding premiums depending on the nature of non-payment.
• Advise on premium debt on older policies that fall in arrears, explaining the premium debt rules.
• Advise clients on different types of payment methods to settle the outstanding balance.
• Reinstate deductions and secure payment for future deductions.
• Document communication, delivery, and outcomes on the system.
• Send updated policy contract or an endorsement where applicable.
• Receive cancellation letters through the workflow system.
• Verify the signatures with the original documents.
• Update contact details and addresses.
• Determine cancellation reasons and resolve all complaints.
• Prepare statistical data and reporting.
• Call clients to establish the reasons for cancellation and advise on best solutions.
• Obtain voice-recorded consent or written instructions signed by the policyholder.
• Send the paid-up forms to the policyholder.

Job Requirements

• Grade 12
• FAIS Recognized Qualification
• RE5 / RE1 (advantageous)
• 2 - 3 Years of experience in insurance