EE Retention Consultant -personal lines (Expired)

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EE Retention Consultant -personal lines

Sandton (Johannesburg County Club), Gauteng (South Africa)
R170,000-200,000 Per Annum Basic Salary Plus Benefits

Permanent skilled level position.
Benefits: Standard Coporate Benefits.

Posted by Recruitment & Placement Executives on 24/02/2012 Ref #sipho(A) CJ Ref# 1362128

Applicants must:

  • Comply with or have a development plan in place to achieve compliance with the applicable provisions of the Determination of Fit & Proper Requirements for Financial Services Providers (FSB Board Notice 91 of 2003); and
  • Have knowledge and an understanding of the applicable provisions of the General Code of Conduct for Authorised Financial Services Providers and Representatives (FSB Board Notice 80).  This information is on the FSB Internet site (for prospective employees) or available under Compliance on the Group intranet site (staff).
  • Have a basic understanding of the Financial Intelligence Centre Act (FICA), Act 38 of 2001, and the money laundering provisions of the Prevention of Organised Crime Act 121 of 1998.


The Suitable incumbent must:

  • Have 3 – 5 years experience within the Personal Lines environment; combination of claims and underwriting within Personal Lines will be an added advantage
  • Be FAIS & RE Complaint in Personal Lines short term insurance
  • Have excellent problem solving abilities
  • The ability to achieve set targets / outcome within team
  • Have ability to use own initiative
  • Be analytical, persistent, passionate and client centric
  • Be able to pay close attention to detail
  • Have the ability to manage time effectively
  • Have good interpersonal skills both verbal and written, and be able to communicate at all levels
  • Proficient in MS Office (Excel, Word, Outlook)

Key Responsibilities 

    • Critical retention intervention
    • Re-broke of policy where applicable and necessary, inclusive of an upsell strategy
    • Providing clients with the comparative analysis to enable client in making an informed decision
    • Resolve all client complaints and queries regarding sales, claims & underwriting from cradle to grave
    • Proactive servicing on receipt of specific claim types e.g. hijack/ armed robbery etc. courtesy call to insured to offer our services i.e. trauma etc.
    • Resolve underwriting “errors” with relevant underwriting manager.
    • Diarise call backs to clients
    • Capturing and resolving complaints for broking and claims (national)or being a liaison for the relevant department to ensure feedback and to also establish trends for future rectification
    • Proactive servicing on client complaints
    • Follow up complaint on a daily basis. Account Manager to keep insured posted

    and if need be give, insured a call as well

    • Deal with disputes between clients in respect of SI/ security etc.
    • Negotiate settlements with claim and advice if there is no cover in terms of the

    policy wording

    • Discuss ex-gratia payments with CCC manager
    • Deal with any complaint and if need be refer to relevant supervisor,

    rectify and/ or deal with problem until completion with constant feedback to client to enhance the benefit of having a broker

    • Deal with any query, complaint that was referred to corporate or Account Manager
    • Keep corporate connection informed of claim status were applicable
    • As and when required visit client
    • Diary system, follow up with claim handlers on a regular basis
    • Ensure promises made to clients by underwriting and claims are delivered on
    • Attending to repudiated claims by investigating the matter afresh from an impartial stance and providing client with feedback from the investigation to confirm the stance taken or the reason for overriding same
    • Attending to Claims Advices, i.e. post claim invention to ensure that client is au fait with the changes in the terms and conditions of policy, if any and that he is adequately insured
    • Liaising and negotiating with the Portfolio Management team on client’s profile, where applicable

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