Retention Consultant

About the role

The Retention Consultant will engage proactively with Discovery Vitality members who are considering cancelling their policies. By understanding their concerns and presenting suitable solutions, the consultant helps preserve loyalty and supports the company’s revenue sustainability.

Key responsibilities

• Conduct inbound and outbound telephone conversations with members who have requested policy cancellation.
• Achieve defined conversion targets by persuading members to retain their membership.
• Identify members' needs and cross‑sell additional Vitality products where appropriate.
• Deliver a high‑quality, “dazzling” service experience to both internal and external customers.
• Escalate unresolved issues to the relevant departments and ensure follow‑up.
• Maintain accurate call statistics, contact logs, and report findings to management.
• Process administrative changes promptly and monitor their completion.

Required profile

• Upholds high ethical standards and company values.
• Demonstrates integrity in all interactions.
• Ability to gain clear agreement and commitment from members.

Required skills

What we offer

• Opportunity to work within a fast‑paced, innovative wellness environment.
• Access to ongoing training and development programs.