Retention Specialist
At a glance
Mid-level Retention Marketing role at Sanlam. Midrand.
Pay not stated Retention Marketing salary
Growth Roles summary, based on the employer's posting.
What you'll do
- You'll manage cancellation requests and identify what clients need to keep their insurance cover
- You'll suggest suitable retention solutions through clear, value-focused client conversations
- You'll handle objections while delivering effective communication and positive client experiences
- You'll support client loyalty and sustainable performance through retention activity
What you bring
- Grade 12, Standard 10, or NQF 4, together with a relevant FAIS RE5 certificate
- At least two years in a call centre serving STI personal-lines clients
- Personal-lines retention experience is advantageous
- You bring product knowledge, negotiation, communication, multitasking, and analytical skills
Who this fits
This role suits a resilient, self-motivated person who is persistent in retaining clients and comfortable working toward performance measures. You should have reliable attendance, flexibility, a positive attitude, and strong client focus. The position is based in Midrand, South Africa.
From the employer
Who are we?
MiWay is a direct financial services company. We are passionate about service excellence, convenience and offering our clients superior value products. Our Vision is to be a world-class direct financial services business that offers a complete array of services under one convenient umbrella – all managed online. We are positive that with the right people on board, we will continue to grow and give our clients the freedom to do things their way – free from worry and most importantly at peace with all the “what-ifs” of the world. Company values that every employee subscribes to are: Energy, Freedom, Accountability and Attitude. The ideal candidate is one who has the courage to be bold and subscribes to MiWay’s core values! Do you have a positive attitude, love a challenge, treat your colleagues with respect and look for solutions, not problems? If yes, then MiWay is the place for you!
Build a successful career with us
We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.
What will you do?
The Retentions Advisor is responsible for supporting client retention by managing cancellation requests, understanding client needs and identifying suitable solutions to retain their insurance cover. This role ensures exceptional client experiences through effective communication, objection handling and value-based conversations, while contributing to sustainable business performance and client loyalty.
Therefore, we focus on our clients' needs; finding new ways to simplify their lives and how they do things.
We give them products, services, and solutions that enable them to live and enjoy life on their own terms – in their own way.
Agile values and principles are strongly embedded in our culture, and they are at the core of how we make decisions and
how we approach adding value within the company.
Minimum Qualification and Experience
Minimum Qualification Required
- Grade 12/Standard 10/NQF 4
- Relevant FAIS
- RE5 certificate
Minimum Experience
• At least 2 years of experience in a call centre for STI personal lines
• Personal lines retention experience will be advantageous
Deliverables include but will not be limited to
Deliverables include, but will not be limited to
• FAIS Fit and proper or more than 2 years under supervision period left
• Analytical
• Excellent product Knowledge of MiWay’s Products
• Broad knowledge of MiWay as a company and what the differentiators to the industry are.
• A good attendance record is a must
• Great performance track record on your measures
• Flexible
• Tenacity to retain clients
• Great negotiation skills
• Good knowledge of the Industry and competitors will be an advantage
• Excellent Verbal and communication skills
• Self-motivated
• Ability to Multitask
Knowledge and Skills
Customer ServiceQuality, compliance and accreditationAdministrationTeam SupportPersonal Attributes
Communicates effectively - Contributing dependentlyDecision quality - Contributing dependentlyAction orientated - Contributing dependentlyOptimises work processes - Contributing dependentlyCore Competencies
Cultivates innovation - Contributing dependentlyCustomer focus - Contributing dependentlyCollaborates - Contributing dependentlyBeing resilient - Contributing dependentlyDrives results - Contributing dependentlyTurnaround time
The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.
Our commitment to transformation
At MiWay we believe in cultivating a positive and dynamic working environment that gives you freedom and opportunity to succeed. MiWay is committed to transformation and embracing diversity. This is what drives us to achieve a multicultural workplace with employment equity as a key goal to create an inclusive workforce, reflective of the demographics of our society.
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