Permanent Retentions Agent | Rand Mutual Vacancies
Job Description
Rand Mutual Vacancies – Retentions Agent
Location: Parktown, Johannesburg
Company: Rand Mutual
Job Type: Permanent
Job Sector: Customer Service
THE JOB AT A GLANCE
As a Retentions Agent at Rand Mutual, you will report to the Team Leader: Retentions and play a key role in driving customer loyalty and business retention. You will engage with customers, members, and employees to ensure continued service satisfaction and mitigate policy cancellations.
WHAT WILL YOU DO?
Customer Retention
- Effectively manage retention queries
- Submit daily, weekly, and monthly collection and retention reports
- Ensure policyholder payments are updated for commission processing
- Contact policyholders considering cancellation or with failed debit orders, address concerns, and persuade them to retain their policies
- Update policyholder records with detailed notes on discussions and outcomes
- Escalate urgent queries to the Team Leader
- Prepare monthly lapses and cancellations reports
- Ensure debit files are processed within SLA
- Conduct monthly scheme payment reconciliations
- Manage ad-hoc projects within the Retentions Team
Customer Service
- Respond to customer queries and resolve service complaints promptly
- Communicate updates and policy changes to customers
- Deliver excellent customer service to ensure satisfaction
- Build strong relationships to encourage repeat business
- Educate customers about new products and benefits
- Assist walk-in clients with retention-related queries
- Support contact center staff on retention matters
Sales
- Inform customers about new product offerings
- Upsell additional services where appropriate
- Downgrade policies when necessary to retain customers
WHAT WILL YOU GET IN RETURN?
Join Rand Mutual, a trusted company with over 130 years of excellence. Enjoy a competitive salary, benefits, and opportunities for growth in a supportive, collaborative team environment.
Turnaround Time
Shortlisting begins after the advert closing date. The process duration depends on candidate progression and manager availability. If you do not receive a response within 21 days, consider your application unsuccessful.
Closing Date: 25th August 2025
Our Commitment to Transformation
In line with Rand Mutual Assurance’s employment equity plan, preference may be given to candidates from underrepresented designated groups.
WHAT YOU’LL BRING TO THE TABLE?
- NQF Level 6: Diploma in Sales, Marketing, or related field (Essential)
- RE5 Certificate (Essential)
- 3–5 years retentions/collections experience in the Insurance industry (Essential)
- 2–5 years Sales experience (Essential)
- Ability to manage collections and retention processes
- Strong stakeholder engagement at all levels
- Excellent verbal communication and influencing skills
- Results-driven with a focus on targets
- Proficiency in MS Excel
APPLY NOW
How to Apply
To apply for this position, click the “Apply Now” button or follow the specific instructions provided in the job description. Ensure that your CV and supporting documents are up to date and relevant to the position.
Please note: This job posting may be closed at any time by the employer, either due to internal recruitment policies, legal requirements, or once a suitable candidate has been found. We encourage you to apply as early as possible.
Only shortlisted candidates will be contacted.
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