Retention Advisor

About the role

OUTsurance is hiring a Retention Advisor in Centurion. Retention advisors handle difficult calls and are responsible for retaining clients so they stay part of the OUTsurance family. The role deals with client queries and complaints at all levels in a competent, efficient and professional way, in line with quality standards and company values.

Key responsibilities

• Handle difficult calls and deal with client queries and complaints professionally
• Retain clients and ensure they remain part of the company
• Cross-sell existing policies while maintaining excellent customer service

Required profile

• Minimum Matric qualification or equivalent
• FAIS accreditation is essential
• Previous experience in the financial services industry before December 2010: preference for those who completed the FAIS Regulatory Exams (RE5); applicants without prior financial advice experience will not be prejudiced
• Extensive sales and customer service experience is essential
• Advantageous: call centre experience, insurance or short-term insurance experience, and experience in a performance- or commission-linked pay environment

Required skills

• Above-average selling skills and great listening skills
• Negotiation and persuasion skills to overcome objections
• Solid computer literacy, including keyboarding and email
• Solid administrative skills

What we offer

• Medical aid, pension fund, group life and disability benefits
• Great Rewards and Recognition programs
• Growth opportunities, training and internal promotion
• Free counselling, legal advice and financial coaching
• Casual dress code, central office with shuttles to the Gautrain station and Centurion Taxi Rank
• Onsite clinic, canteen, carwash, barber, beauty salon, sports facilities, day care centre during school holidays, maternity expressing rooms and prayer rooms