Commercial Retention Advisor

About the role

The Commercial Retention Advisor will engage with existing OUTsurance clients to ensure they remain satisfied and continue their insurance coverage. This role involves handling inquiries, resolving complaints, and conducting retention conversations that protect the company’s revenue while delivering excellent service.

Key responsibilities

• Contact and converse with clients who are considering policy changes or cancellations.
• Address client queries and complaints promptly, adhering to OUTsurance’s quality standards.
• Identify opportunities to retain or upsell insurance products based on client needs.
• Maintain accurate records of interactions and outcomes in the company’s systems.
• Collaborate with sales and service teams to ensure a seamless customer experience.

Required profile

• Minimum Matric (or equivalent) qualification.
• At least 2 years of experience in client care, retention, or call‑centre environments.
• FAIS accreditation (FAIS Regulatory Exam RE1 preferred).
• Strong communication, negotiation and problem‑solving abilities.
• Resilience, attention to detail and a customer‑service mindset.

Required skills

• FAIS accreditation.
• Sales and retention techniques.
• Negotiation and influencing skills.
• Keyboard and basic administration proficiency.