Retention Advisor

About the role

The Retention Advisor is responsible for handling challenging client calls, ensuring customers stay with OUTsurance and feel valued. This position combines customer service excellence with proactive sales to retain and grow the client base.

Key responsibilities

• Handle client queries and complaints professionally and efficiently.
• Retain existing customers by addressing concerns and offering suitable solutions.
• Cross‑sell additional policies while maintaining high service standards.
• Meet and exceed defined sales and retention targets.
• Collaborate with internal teams to resolve complex issues.

Required profile

• Minimum Matric qualification or equivalent.
• FAIS accreditation (essential) and preferably completed FAIS Regulatory Exams (RE5).
• Extensive sales and customer‑service experience, preferably in a call‑centre or insurance environment.
• Ability to work in a performance‑linked compensation structure.
• Strong attention to detail and results‑oriented mindset.

Required skills

What we offer

• Inclusive, fun company culture with diversity focus.
• Medical aid, pension fund, group life and disability benefits.
• Growth opportunities through training and internal promotion.
• On‑site facilities: Wi‑Fi, clinic, canteen, carwash, barber, salon, sports, daycare.
• Wellness programs: free counselling, legal advice, financial coaching.
• Casual dress code and convenient central office with shuttle service.