Permanent Retentions Agent | Rand Mutual Admin Services Vacancies
Job Description
Rand Mutual Admin Services Vacancies – Retentions Agent
Location: Johannesburg, Gauteng
Company: Rand Mutual Admin Services
Job Type: Permanent
Job Sector: Customer Service
Retentions Agent Opportunity at Rand Mutual Admin Services
Introduction
As a Retentions Agent at Rand Mutual Admin Services, you will report to the Team Leader: Retentions and play a pivotal role in driving customer loyalty and business retention. You will engage with customers, members, and employees to enhance satisfaction and secure long-term relationships.
The Job at a Glance
Your role as a Retentions Agent is critical in supporting RML’s strategic goals. You will proactively manage retention efforts, resolve queries, and collaborate to ensure customer satisfaction and policyholder retention.
What Will You Do?
Customer Retention
- Manage retention queries efficiently.
- Submit daily, weekly, and monthly collection and retention reports.
- Ensure timely updates on policyholder payments for commission file generation.
- Contact policyholders to address resignations or returned debit orders, persuading them to reconsider.
- Maintain accurate policyholder records based on interactions.
- Escalate urgent queries to the Team Leader.
- Prepare monthly lapse and cancellation reports.
- Process debit files and ad-hoc requests within SLA.
- Conduct monthly scheme payment reconciliations.
- Support ad-hoc projects within the Retentions Team.
Customer Service
- Address customer queries and service complaints promptly.
- Communicate updates to customers clearly.
- Deliver exceptional service to ensure satisfaction.
- Foster positive relationships to encourage repeat business.
- Educate customers on new products and benefits.
- Assist walk-in clients with retention inquiries.
- Support contact center staff on retention-related queries.
Sales
- Inform customers about new product offerings.
- Upsell where opportunities arise.
- Recommend downgrades when necessary to retain business.
What Will You Get in Return?
Rand Mutual Admin Services offers excellent opportunities for personal and professional growth within a 130-year-old stable organization. You will enjoy a competitive salary, comprehensive benefits, and a collaborative work environment with a team that values teamwork and development.
Turnaround Time
Shortlisting begins after the closing date. The process duration depends on your progression through recruitment stages 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 under-represented designated groups.
What You’ll Bring to the Table?
- NQF Level 6: Diploma in Sales, Marketing, or related field (Essential).
- RE5 Certificate (Essential).
- 3 to 5 years of retentions/collections experience in the insurance industry (Essential).
- 2 to 5 years of sales experience (Essential).
- Strong ability to manage member retention and collections.
- Effective stakeholder engagement at all levels.
- Excellent verbal communication and influencing skills.
- Results-driven and target-oriented.
- Proficient in MS Excel.
APPLY NOW
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