Retention Consultant

About the role

TIH is seeking a Retention Consultant to join its customer‑focused team. You will deliver high‑quality service to existing clients, identify opportunities to retain business, and support the growth of South Africa’s leading financial service providers.

Key responsibilities

• Process customer cases, handle complex queries and resolve issues efficiently.
• Set clear objectives for each call, present standard materials and ask probing questions to gauge interest and clarify needs.
• Identify and propose the most suitable products or services, explain alternatives and influence customers to keep their business.
• Carry out standard customer‑management activities and ensure compliance with internal policies and regulatory codes.
• Prioritise workload, meet productivity, quality and timeliness targets, and use performance tools to improve KPIs.
• Stay updated on policy changes, attend training, and maintain relevant professional knowledge.

Required profile

• Strong customer‑service orientation with a focus on problem solving.
• Ability to communicate clearly, ask relevant questions and present information effectively.
• Attention to detail and commitment to regulatory and procedural compliance.
• Self‑motivated, able to manage priorities and meet performance standards.

Required skills

• Excellent verbal and written communication.
• Proficiency in using standard presentation and case‑management materials.
• Basic understanding of financial products and services.