RETENTION ANALYST – Sanlam Group 496 views

Who are we?

Sanlam Namibia is a leading Financial Services Institution, which provides services in the fields of Individual Life Insurance, Group Life Insurance, Unit Trusts and Asset Management. To give substance to its objective to be fully-fledged Namibian Insurer, Sanlam Namibia is increasingly introducing greater financial and technical expertise

What will you do?
The primary purpose of this position is to execute
Sanlam’s client (Affluent & ELM) retention strategies
Sanlam’s direct (non-intermediated) sales strategies.
The efficient issuing of ELM new business submitted

What will make you successful in this role?
Retention:
By using the arrears reports: Proactively contact clients to ensure collection of premiums prior to lapses by means of either telephony, outbound calls, inbound calls, whatsapp and sms’s.
Answering calls from existing clients and dealing with retention related queries and or complaints
Informing clients of option to make Cash or EFT payments via bank deposits to eradicate arrears
Capture new banking details to update debit order payment method
Update payment methods depending on the clients’ requirements
Pro-actively attempt to retain customers looking to terminate benefits or cancel their policies by offering alternative products or reduced or less benefits to existing clients during retention conversations
Work closely with the sales team to refer cases where the client has a different set of needs and requirements
To work closely with the Premium Admin Accountants in the reconciliation of payments received in the bank
Work towards meeting monthly retention targets
Maintenance of spreadsheets and accurate data reporting
New business issuing:
Efficiently (and within the business rules) process and accept new business applications
Remain within the Service Level Agreement as agreed by Management
Carry out any other tasks that may be required from your Supervisor

Qualification and Experience
Grade 12
Tertiary Qualification (Preferably a degree in Business Administration; Mathematics; Statistics or Finance)
A customer service or call centre qualification will be an added advantage
Minimum 1 year working experience in life insurance industry
Strong Sales and Marketing experience
Excellent Customer services experience

Knowledge and Skill
Processing transactions and conduct analytical calculations
Record keeping; filing and maintenance of databases
Maintain work standards and quality verification
Data Collection and processing of transactions
Procedures Knowledge

Personal Attributes
Plans and aligns – Contributing independently
Interpersonal savvy – Contributing independently
Communicates effectively – Contributing independently
Optimises work processes – Contributing independently