Client Retention Specialist (Short-Term Insurance)

ABSA Group Open · verified Sep 11, 2026

Hybrid Johannesburg Full-time Mid-level Retention Marketing

Mid-level Retention Marketing role at ABSA Group. Johannesburg · full-time.

Role brief

Growth Roles summary, based on the employer's posting.

What you'll do

Engage customers who may cancel, lapse, or change policies and develop suitable ways to retain them
Review cover, negotiate retention options, and protect premium income while meeting customer needs
Answer calls promptly, resolve service questions, provide financial guidance, and promote other insurance products
Work with underwriting, claims, and service teams to improve customer outcomes
Record retention activity, monitor loyalty trends, and recommend performance improvements while meeting FAIS and TCF standards

What you bring

Bring three to five years of experience in short-term insurance
Have at least two years in retention, policy servicing, sales support, customer relations, or portfolio management
Understand personal and commercial insurance and have handled cancellations, negotiations, and renewals
Show results against retention and customer satisfaction goals
Hold an FETC, an FSCA-approved qualification, and RE5, with the required FAIS standing and training

Who this fits

This role suits someone who combines short-term insurance knowledge with customer retention, advice, and relationship management experience. You’ll work in a hybrid setup in Johannesburg, South Africa. The role includes FAIS, regulatory, Treating Customers Fairly, and ongoing professional development requirements.

From the employer

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

3 to 5 years' experience within Short-Term Insurance. Minimum 2 years' experience in client retention, policy servicing, sales support, customer relations, or portfolio management. Experience handling policy cancellations, premium negotiations, renewals, and customer retention strategies.Sound understanding of personal and commercial insurance products.Strong track record of achieving retention and customer satisfaction targets.To deliver dynamic customer service by answering incoming calls timeously, resolving customer queries and upselling other idirect Insurance products on offer. Offer financial advice to the customer and handle retentions.

Job Description

3 to 5 years' experience within Short-Term Insurance.
Minimum 2 years' experience in client retention, policy servicing, sales support, customer relations, or portfolio management.
Experience handling policy cancellations, premium negotiations, renewals, and customer retention strategies.
Sound understanding of personal and commercial insurance products.
Strong track record of achieving retention and customer satisfaction targets.Customer satisfaction, call resolution, quality assurance of service and calls, and compliance. FAIS Fit and Proper Requirements Applicable to this Role (Advice and Intermediary Service): FSCA-Approved Qualification Regulatory Exam for Representatives (RE5) Experience As Per the FAIS Act Product Specific Training once Onboarded Class Of Business Training Continuous Professional Development Attest To Honesty, Integrity, and Good Standing
Engage with clients who intend to cancel, lapse, or amend their insurance policies.
Identify client concerns and provide suitable retention solutions.
Build and maintain long-term client relationships through proactive engagement.
Conduct policy reviews to ensure cover remains relevant to client needs.
Retain premium income and improve portfolio persistency.
Negotiate retention solutions while balancing customer needs and business objectives.
Resolve customer queries, concerns, and service-related issues effectively.
Collaborate with underwriting, claims, and service teams to enhance customer outcomes.
Maintain accurate records of all customer interactions and retention activities.
Monitor retention trends and provide recommendations to improve customer loyalty and retention performance.
Ensure compliance with FAIS requirements, regulatory standards, and Treating Customers Fairly (TCF) principles.

Education

Further Education and Training Certificate (FETC)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised