Retention Specialist

Who are we?

At MiWay, our purpose is to enable people to live their way. We understand that life is not just about "things" but the meaning that those things bring to your life. We believe that technology and innovation have infinite possibilities when it's inspired by humans by you.

Therefore, we focus on our clients' needs; finding new ways to simplify their lives and how they do things.

We give them products, services, and solutions that enable them to live and enjoy life on their own terms – in their own way.

Agile values and principles are strongly embedded in our culture, and they are at the core of how we make decisions and how we approach adding value within the company.

What will you do?

Responsible for inbound/outbound telephonic communication with client base. Ensures the quality of service exceeds customer expectations and establishes constructive relationships with client base. Utilises IT system accurately and ensures that all queries are answered effectively. Refers calls to appropriate departments only if unable to solve query appropriately. Provides accurate product information to clients in line with standards and protocols.

Minimum Requirements:

Minimum Qualification Required

• Matric / Grade 12 (essential)
• A completed NQF Level 4 in Short-Term Insurance would be advantageous

 

Minimum Experience

• Minimum 1 years’ experience in a customer retention, sales, or client services role within the short-term insurance industry.
• Proven track record of meeting retention or sales targets.
• Exposure to outbound customer contact or call centre environments is preferred.

Deliverables include, but will not be limited to

• Contact policyholders who have expressed intent to cancel or are flagged as high-risk for lapse.
• Conduct needs analysis and offer product amendments, benefits education, or cost-effective alternatives.
• Handle objections effectively to retain business and enhance customer satisfaction.
• Accurately capture and update all client interactions in the CRM system.
• Comply with quality assurance, FAIS, and TCF standards.
• Identify trends in cancellations and provide feedback to improve service and product offerings.

 

Competencies Required

• Strong negotiation and objection-handling ability
• Excellent verbal and written communication
• Resilience, emotional maturity, and adaptability under pressure
• Solid understanding of insurance products, premium structures, and benefit positioning
• Goal-driven, organized, and capable of working independently
• High attention to detail and strong administrative capabilities
• Commitment to Treating Customers Fairly (TCF) principles and ethical conduct

Knowledge and Skills

Customer ServiceTeam SupportAdministrationQuality, compliance and accreditation

Personal Attributes

Communicates effectively - Contributing dependentlyDecision quality - Contributing dependentlyAction orientated - Contributing dependentlyOptimises work processes - Contributing dependently

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping  our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies

Cultivates innovation - Contributing dependentlyCustomer focus - Contributing dependentlyCollaborates - Contributing dependentlyBeing resilient - Contributing dependentlyDrives results - Contributing dependently

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. 

Our commitment to transformation

At MiWay we believe in cultivating a positive and dynamic working environment that gives you freedom and opportunity to succeed. MiWay is committed to transformation and embracing diversity. This is what drives us to achieve a multicultural workplace with employment equity as a key goal to create an inclusive workforce, reflective of the demographics of our society.