Client Engagement Adviser – Retentions (Bellville)

About the role

The Client Engagement Adviser – Retentions will join Santam's Client Solutions team in Tygervalley, Cape Town. You will be responsible for retaining existing clients, reinstating cancelled policies, and promoting Santam Direct's products while meeting performance targets.

Key responsibilities

• Engage proactively with clients who have unpaid debit orders to secure retention.
• Reinstate cancelled policies using persuasive communication techniques.
• Provide accurate information on product features, billing processes, and service offerings.
• Achieve monthly key performance metrics and adhere to workforce management protocols.
• Drive upselling and cross‑selling initiatives as part of marketing campaigns.
• Research competitive pricing and policy options to present suitable alternatives.
• Handle client inquiries and ensure high‑quality customer service.
• Complete additional duties as required.

Required profile

• Minimum RE qualification and FAIS compliance (150 credits).
• At least 3 years of experience in personal lines insurance retentions.
• Strong negotiation, persuasion, and communication abilities.
• Proven track record of meeting quality and compliance standards.
• Ability to work independently under pressure and make sound decisions.

Required skills

• Exceptional verbal and written communication.
• Strong interpersonal and networking capabilities.
• Attention to detail and self‑motivation.
• Analytical thinking and results‑driven mindset.

What we offer

• Permanent employment with a market‑leading insurance company.
• Structured three‑month probation with six‑week training and on‑the‑job evaluation.
• Opportunities for career growth within Santam’s extensive network.