Retention Consultant – RE5 & FAIS Qualified

About the role

The Retention Consultant will focus on keeping clients engaged after the sale by delivering exceptional service aligned with the company’s values and retention strategy. You will handle cancellation requests, policy lapses, and missed payments, using empathetic communication and tailored solutions to meet client needs.

Key responsibilities

• Contact clients wishing to cancel or who have missed payments to understand concerns and provide solutions.
• Apply strategic objection handling to retain clients and reduce policy lapses.
• Manage and follow up on payment arrangements and outstanding premiums in line with compliance requirements.
• Offer alternative cover, discounts, or payment options to suit client needs.
• Educate clients on the value and relevance of insurance products.
• Maintain accurate client records in the CRM system.
• Handle all client interactions professionally and empathetically, ensuring FAIS and TCF compliance.
• Liaise with internal departments to resolve client queries efficiently.
• Share insights with management on trends in cancellations and client objections.
• Collaborate with the team, stay self‑motivated, and uphold values and compliance standards.

Required profile

• Matric, RE5 and FAIS qualification (essential).
• Minimum 2 years of retention experience, preferably in the insurance industry.
• Knowledge of the relevant class of business is advantageous.

Required skills

• Familiarity with CRM systems.
• Basic computer skills.

What we offer

• R17 000 per month plus commission.