Senior Clerk – Retention Administration

About the role

We are seeking a customer‑oriented Senior Clerk to join our Retention Administration Team. You will support policy retention, maintenance and client‑service processes, ensuring active policies are managed efficiently and in line with compliance requirements.

Key responsibilities

• Investigate and analyse discrepancy reports related to arrears, cash payments, debit‑order non‑payments and policy maintenance.
• Identify and implement retention opportunities to minimise policy lapses.
• Reinstate lapsed policies according to reinstatement rules, approved timeframes and compliance standards.
• Monitor cash‑payment trends, amend payment methods and verify updated banking details.
• Provide training, guidance and onboarding support to new clerks.
• Ensure timely client replies, follow‑ups and accurate policy information via telephone and email.
• Prepare daily, weekly and monthly performance reports for supervisors.
• Maintain strict compliance with company procedures, premium‑debt rules, reinstatement requirements and audit standards.

Required profile

• Strong customer focus with excellent communication skills.
• Detail‑oriented and able to analyse policy discrepancies.
• Ability to work independently while supporting team members.
• Commitment to compliance and high‑quality service delivery.

Required skills

What we offer

• Competitive compensation package.
• Opportunities for employee development and career progression.
• Recognition and rewards for excellent performance.