About this role
Let's Write Africa's Story Together!
Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description
naResponsible for processing of all cancellation or surrender requests of policies including but not limited to handling inbound and outbound calls.Handle incoming and outgoing sales calls in accordance with predetermined schedules, campaigns and targets.
Deal with all customers in a professional manner in strict accordance with businesses culture, products and quality standards.
Manage time and workloads to ensure that deadlines and targets are met.
Demonstrate an excellent knowledge of the business product offerings, campaigns, rules and conditions in order to recommend the right solution to the customer.
Perform proactive and reactive activities designed to retain customers including but not limited to contacting clients to advise them of unsuccessful premium collection.
Offer retention solutions appropriate to the product, recording insights related to the activity performed.
Maintain accurate and complete record of all retention actions taken.
Analyse clients portfolio in terms of loss ratio rates, discounts and assess whether the client can be retained within retention guidelines.
Accept full responsibility for all telephone calls, emails and messages to the department relative to retention in line with the business policies.
Utilize the in-depth knowledge of in-house policy wordings, underwriting rules, policy and procedures, as well as that of competitors to offer a compelling value proposition for customer retention.
Maintain and build client relationships with all relevant business stakeholders.
Matric
Credit & Criminal Clear
Insurance Certificate
Skills
Consultative Selling, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Probing Questions, Sales Data Management, Strengthening Customer Relationships, UpsellingCompetencies
Action OrientedCommunicates EffectivelyCustomer FocusDecision QualityEnsures AccountabilityInterpersonal SavvyManages AmbiguityManages ComplexityEducation
NQF Level 3 & NQF Level 2 - Below school leavingClosing Date
28 January 2026 , 23:59The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.
The Old Mutual Story!
Other facts
About Old Mutual Limited
Old Mutual Limited is a premium pan-African financial services group that offers a broad spectrum of financial solutions to retail and corporate customers across key markets in 14 countries. We have been helping our customers achieve their lifetime financial goals for over 170 years by investing their funds in ways that create positive futures for them, their families, their communities and broader society.
In this way, we significantly contribute to improving the lives of our customers and their communities while ensuring a sustainable future for our business.
We employ more than 30 000 people and operate in 14 countries across two regions Africa (South Africa, Namibia, Botswana, Zimbabwe, Kenya, Malawi, Tanzania, Nigeria, Ghana, Uganda, Rwanda, South Sudan and eSwatini) as well as Asia (China)
So why work here?
We believe you can shape the future with us – a future where we build a better Africa together. That’s why we’re committed to creating opportunities that will give you an edge on the rest. Once you’re part of our team, you will have access to the best breed of advice, tools and frameworks that will equip you to be your exceptional best. #MomentsThatMatter
What you'll do
- The Retentions Consultant is responsible for processing cancellation or surrender requests of policies and handling inbound and outbound sales calls. They must manage customer relationships and provide retention solutions while adhering to business standards.
Ready to join Old Mutual Limited?
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