MiWay Insurance Limited Retention Specialist Jobs in South Africa
Job Purpose
The Retention Specialist is responsible for supporting client retention by managing cancellation requests, understanding client needs, and identifying suitable solutions to retain insurance cover.
The role ensures exceptional customer experiences through effective communication, objection handling, and value-based conversations while contributing to business sustainability, client loyalty, and retention performance.
The position supports the organization's customer-centric approach by helping clients simplify and improve the way they manage their insurance needs.
Key Responsibilities
Customer Service
Handle customer cases, queries, and enquiries, including matters that are more complex or outside normal processes.
Deliver customer service in accordance with company standards and retention objectives.
Product and Service Information
Provide advanced product and service information to customers.
Explain policy benefits, products, and retention solutions to support informed customer decisions.
Resolving Customer Issues
Respond to customer concerns, complaints, and cancellation requests.
Escalate issues appropriately when required.
Support the Ombudsman process by providing call records, communication histories, payment information, and explanations relating to disputes and complaints.
Customer Relationship Management (CRM)
Capture and update customer information accurately in CRM systems after every customer interaction.
Maintain quality customer data to support retention strategies and business development activities.
Customer Relationship Management / Account Management
Contact existing customers to maintain and strengthen relationships.
Act as a first point of contact for customer enquiries, issues, and complaints.
Promote customer retention through relationship-building and value-driven engagement.
Required Skills
Masters Service Conversations – Basic
Ability to navigate customer conversations through effective opening, learning, responding, and closing techniques.
Navigates Customer Challenges – Intermediate
Ability to manage conversations involving dissatisfied, frustrated, or unhappy customers.
Builds Customer Loyalty – Basic
Ability to create positive customer experiences that leave customers feeling understood and valued.
Strengthens Customer Connections – Basic
Ability to establish positive customer relationships and meet customer needs through meaningful interactions.
Customer Service Delivery – Intermediate
Deliver customer services according to required standards and service expectations.
Maintains the Relationship – Intermediate
Build and sustain professional relationships that support trust, collaboration, and long-term customer loyalty.
Minimum Qualifications
Grade 12 / Standard 10 / NQF Level 4.
Relevant FAIS qualification.
RE5 Certificate.
Minimum Experience
At least 2 years' experience in a call centre environment dealing with Short-Term Insurance (STI) personal lines.
Personal-lines retention experience will be advantageous.
Required Behavioural Competencies
Communicates Effectively.
Customer Focus.
Decision Quality.
Ensures Accountability.
Instils Trust.
Interpersonal Savvy.
How to Apply
For more information and job application details, see; MiWay Insurance Limited Retention Specialist Jobs in South Africa
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