Job Description

Main Purpose of the job
Develop and maintain excellent relations with new and existing customers resulting in increased levels of collected premiums for rejected debit orders as well as retain policies in process of cancellation and correct policies failed by QA. This is to be achieved through proactive and reactive communication with our customers whose recent account activity indicates that there is an outstanding premium. Provide administrative support to sales teams, generate opportunities and correcting policies.
Customer Communication

• Conduct outbound calls and respond to customer requests within the determined SLA
• Achieve the purpose of the call which is to secure a promise to pay for the rejected debit
• Respond to incoming requests for payment arrangements and persuade our customers to make payment
• Explain products and update customer details in computer system (CRM, DB & related systems)
• Provide customers with product and service information via appropriate methods (email and by telephone call)
• Policy amendments and product upgrade/ downgrades and dealing with related queries
• Maintain excellent knowledge of our portfolio of products and services to understand and pre-empt customers' needs
• Identify opportunities to turn dissatisfied customers into happy customers by resolving relevant queries
• Document customer outcomes to add to our knowledge of reasons why customers choose to reject their debit orders with us
• Follow-up on customer enquires not immediately resolved, within determined SLA's
• Research billing issues or misapplied payments within determined SLA's and respond to client
• Follow and adhere to customer care processes, procedures and protocol
• Focus on first call resolution as far as possible

Process Improvement

• Identify new business practices/ processes that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancellation
• Report regularly to Team Manager on all activities relating to the role
• Recognize, document and alert the Manager of trends in cases or queries
• Recommend process improvements
• Other duties as assigned from time to time

Client Engagement
Ensure a high level of client satisfaction through proactive support and active listening
Investigate client queries within the agreed service level and ensure that client receives timeous feedback.
Escalate client queries to the relevant department or stakeholder.
Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate service.
Provide regular reports on delivery of services against agreed service level agreements and in terms of overall client targets
Provide authoritative, expertise and advice to clients and stakeholders.
Build and maintain relationships with clients and internal and external stakeholders
Deliver on service level agreements and made with clients and internal and external stakeholders in order to ensure that client expectations are managed
Make recommendations to improve client service and fair treatment of clients within area of responsibility
Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service
Respond efficiently, accurately and ensure client feels supported and valued
Educate clients on the value of our products and services
Deal with outstanding debit orders and payment arrangements
Respond to incoming requests for payment arrangements and persuade our clients to make payment
Secure a promise to pay for the rejected debit
Proactively contact clients who are identified as at risk of cancellation and ensure that every opportunity to retain these clients are investigated
Identify opportunities to turn dissatisfied clients into happy clients
Research billing issues or misapplied payments within determined SLA's and respond to client
Follow and adhere to retentions processes, procedures and protocol
Focus on first case resolution as far as possible
Internal Processes
Engage with clients to investigate possible reasons for the cancellation of the policy.
Engage with Finance, Collections and Services department, and with client regarding non-payment of premiums
Escalate client queries to the relevant departments and track the resolution of the query.
Accurately capture client and cancellation information and relevant actions on the system.
Accurately complete all administrative and reporting requirements within agreed timeframes.
Achieve set targets on quality and retention.
Adhere to compliance requirements in the sales process in line with legislative requirements.
Analyse client behaviour to identify flags for potential cancellation.
Document client outcomes to add to our knowledge of reasons why clients choose to cancel their services with us
Identify new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of client cancellation
Gather information about client complaints
Provide internal feedback on how to improve client retention
Administration and Reporting
Call clients to rectify errors on policy.
Maintain up-to date knowledge of company products, services, and policies.
Take a customer-focused approach to handle clients who want to cancel on correction call and maintain retentions skills to mitigate cancellation.
Follow-up required on all the assigned cases to provide resolution within the framed timelines in corrections.
Ensure that all written communication is carried out as per the customer care procedures on OPA.
Keep detailed records of customer interactions, documenting all correspondence and actions taken on OPA.
Monitor customer satisfaction levels and identify areas of improvement.
Make recommendations to management on process improvements.
Serve as a subject matter expert on customer service escalated issues.
Maximizes client service operational performance through providing efficient first call resolution to client services issues.
Ensure adherence to standard operating procedures in all engagements.
Identify client needs and actively find solutions that will assist the client in having the best possible client experience.
Educate clients on product offering and use methods that will allow the business to resolve the queries as a first call resolution.
Escalate queries, in line with standard operating procedures and ensure escalated queries have been addressed timeously.
Identify any potential errors or obstacles that may arise which might impact client experience and ensure this has been addressed and highlighted to management.
Demonstrate the Oneplan values and culture in all engagements with both clients and internal stakeholders.
Leverage team success to drive all initiatives and experiences with clients.
Display leadership through your actions by accepting responsibility for daily deliverables and ensuring turnaround times are achieved.
Maintain forward thinking and proactiveness by taking ownership of every interaction with client and managing the clients queries from end-to end to ensure a world class client service experience.
Quality Consistency and Compliance

• Deliver quality service by providing efficient, quick, and friendly service to clients within agreed SLA.
• Respond to clients issues timeously and swiftly, within escalation parameters to ensure consistency.
• Ensure adherence to standard operating procedures and demonstrate exceptional product knowledge in client engagements.
• Ensure quality assurance standards are met as per company guidelines.
• Ensure adherence to all relevant legislation and regulations as set out by the company, regulatory board, and financial services industry

Work collaboratively

• Build a culture of respect and understanding across the organisation
• Recognise outcomes which resulted from effective collaboration between teams
• Build cooperation and overcome barriers to information sharing, communication and collaboration across the organization
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

Self Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrate consistent application of internal procedures
• Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate abilities to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

Minimum Academic, Professional Qualifications and Experience Required

• Grade 12 with English and a second language
• Relevant qualification (RE5/ FAIS Credits - preferred)
• 1 - 2 years customer relations experience

Skills Required