Supervisor - Retention Specialist at Leza - Legalwise

About the position

We are looking for a customer centric and highly motivated individual that is well organised, empathetic and displays good problem solving and negotiation skills. We need this individual to design and implement customer retention strategies to increase loyalty and retain business. This will be done by analyzing member cancelation reasons, negotiating with members, and ascertain how we may improve our products or services and then to ultimately implement such retention strategies. This individual's team will need his/her direction, instruction, support and guidance in order to achieve their strategic objectives.

Are you a motivational influencer, energetic, positive minded, competitive, customer centric and able to 'think outside the box', this role is for you!

If you thrive in a fast-paced and competitive environment and are an analytical thinker - then we want YOU!

Desired work-related Experience and Qualifications:

• Completed Matric/Grade 12 or equivalent
• Minimum of 1 - 3 years sales and retention experience
• Minimum of 1 - 3 years call centre supervisory experience advantageous
• Completed National Diploma / BCom degree relevant to the role would be advantageous
• Previous working experience in a team leader/supervisor role would be advantageous

A typical day for the successful candidate will consist of the following activities, amongst others:

• Ensures that all Member cancellation requests and/or concerns raised by Members across the Group, be dealt with on a 'first contact resolution' basis
• Ensures excellence in the form of quality at source when attending to the administration that emanated from the above
• Drives the retention of members wanting to cancel and/or 'opt out' of their membership across the Group by re-selling and/or offering downgrade of services and product benefits, and by also attending to their reasonable concerns

Building up and maintaining a retentions team that excels in:

• The application of soft skills, emotional intelligence, and convincing techniques
• Thinking on their feet and being present during every telephone call in order to come up with alternative solutions except for allowing members to cancel their membership
• Treating the Member on the other side of the call as a VIP and make them feel important and valued
• Ensuring that when the retentions team is not busy retaining members during cancellation requests, they contact members who have suspended method of payments as well as insufficient/incorrect information provided on new membership applications in order to get those contracts onto our books in the fastest turn-around time as possible, as well as the administration aspects thereof. This will include swaying potential members to not 'opt out' of their request for membership when telephonic contact is made and member does not wish to continue with his/her application for membership, by re-selling and/or offering downgrade of services and product benefits
• Identifies and communicates recommendations for improvement in respect of day-to-day retentions operations and procedures to the Manager
• Facilitates problem-solving in respect of day-to-day operations within the department where necessary to ensure the smooth functioning of the department
• Monitoring of random calls and doing random spot-checks on subsequent administration thereof, throughout the day to ensure compliance by the Retentions Specialists
• Conducting meetings with the team to discuss targets, how the team is tracking as well as quality control matters
• Ensures adherence to the departmental service level agreement
• Monitoring of all activities by the team to ensure that agreed targets are achieved continuously
• Drafting and provision of daily activity reports to all team members
• Timeously collate and analyse all activity data from the team and accurately reports on all departmental activities to the manager within the agreed time frames
• Assisting with ad hoc tasks as when required (e.g., system testing, projects, etc.)

Other Requirements:

• Must be willing to relocate at own cost
• Must have a valid drivers' license and own reliable transport
• ITC/criminal check will be a requirement
• Applicable psychometric assessment/s will be a requirement

LEZA is committed to protecting your privacy. Your information will be used properly, lawfully, securely and transparently for the purpose of recruitment processes. LEZA has implemented appropriate technical and organisational information security measures to help keep your information secure, accurate and current.

Please note that LEZA applies all recruitment and selection processes to the requirements of the EE plan and is committed to transformation.

If you haven't received feedback from us within two weeks of submitting your application, please consider it unsuccessful.

Closing date: 05 April 2024

Desired Skills:

• Computer literate
• Fluent in English (other official languages will be advantageous)
• Excellent verbal communication skills and the ability to relay information in a clear and understandable manner
• Excellent interpersonal skills
• emotional intelligence and soft skills
• Excellent Customer Relations skills with a genuine desire to help others
• Ability to empathise with others
• Strong conflict resolution skills as well as the ability to remain patient
• Calm and professional in stressful situations
• Excellent sales convincing and retention skills
• Ability to keep a team motivated and encourage them to go from strength-to-strength
• Superior knowledge of the Pinnacle system functionality and Member Administration Services and Support processes will be advantageous
• Superior product knowledge of the respective Brands as well as the associated terms and conditions of the policies will be advantageous
• Advanced organizational skills as well as the capability to enforce quality at source principles and methodology

About The Employer:

LEZA is a registered non-life insurer that provides legal expenses cover. LEZA was the pioneer in the legal expenses insurance industry in Southern Africa with a track record now spanning more than 35 years. Our vision is to be the first choice for agile, quality and affordable solutions, giving our partners the freedom to focus on their core business. Through our actions we strive to be accountable, driven, genuine, resourceful and caring.