Retention Consultant

Job Title: Retention Consultant
Company: 1Life Insurance
Location: Gauteng, South Africa
Job Type: Permanent
Positions Available: 1
Reference Number: R0110407

Company Overview:
1Life Insurance is part of TIH, a leading holding company in South Africa’s financial services industry, which includes various insurance providers and a personal finance comparison platform. TIH is committed to customer-focused innovation and service excellence.

Job Description:
The Retention Consultant will be responsible for managing policy cancellations, ensuring timely administration, and focusing on personal development. Key responsibilities include meeting service level agreements, adhering to work schedules, conducting quality assessments, and achieving individual performance targets.

Key Responsibilities:

• Cancellations Management: Monitor and manage expected behavior related to policy cancellations and ensure policies commence as expected.
• Turn-Around Time: Ensure administrative tasks are completed within turnaround times using ECH, achieving monthly SLA targets for inbound services.
• Personal Development: Take ownership of personal development through training, goal setting, and continuous improvement in competence and results.
• Call Management: Minimize abandoned calls and ensure calls are answered within service levels.
• Service Level Achievement: Achieve weighted SLA at the end of each month using ECH metrics.
• Adherence: Follow published work schedules and adhere to WFM schedules.
• Quality Assessments (SQA): Meet quality expectations through evaluations of staff-customer interactions, using telephonic opportunities to enhance client experience.
• Performance Target Achievement: Work towards monthly performance targets and compare individual results to set goals.
• Assessments: Pass monthly product assessments with at least a 50% rate, meeting or fully performing expectations.
• Values Integration: Demonstrate behaviors that align with 1Life values.

Job Requirements:

• Qualifications: Grade 12 (NQF Level 4) with relevant school, college, or training certificates.

Additional Information:

• The role emphasizes accountability, continuous development, and the effective application of training and process changes.
• Ideal candidates are those who actively seek ways to improve their skills and performance, taking responsibility for their career development.

This position offers an opportunity to contribute to a leading insurance provider while focusing on personal and professional growth.

 

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