Retention Consultant
1 Life Insurance
2024/08/28   Gauteng

Job Ref #: R0110407
Industry: Academic
Job Type: Permanent
Positions Available: 1
TIH is the holding company of some of South Africa’s leading financial service providers. Our portfolio includes short-term insurers, a long-term insurer, health insurance as well as an insurance and personal finance comparison platform. We’re pioneers with a hunger for best, bringing customer-focused innovation and service excellence to the financial services industry.
Job Description
Cancellations Expected Behaviour: "New policies not commencing Shared measure as per Kpi measures supplied by MI" Turn-Around Time Expected Behaviour: "Turnaround time of admin workload Using ECH, the overall SLA achieved for Inbound for the month" Personal Development Plan Implementation (Own) Expected Behaviour: "Individual taking ownership for their development as per defined template Accountability for development. Training intervention attendance. Application of training, initiatives and process changes. Taking career development and performance management seriously (look for ways to improve competence/results. Setting of own goals and working towards them. Continuous and constant improvement. " Calls Abandoned Expected Behaviour: "Calls not answered Any calls abandoned before being answered" Service Level Expected Behaviour: "Weighted SLA achieved at eacn od month Using ECH, the overall SLA achieved for Inbound for the month" Adherence Expected Behaviour: "As per WFM schedule published and adherence thereof The WFM report will be used to track True Adherence to schedule" SQA Expected Behaviour: 1SQ - SQA 50 % ME/FULL - Meeting Expectations / Full Perform "Quality evaluations conducted on staff-customer interactions Voice/ EQM - QA call evaluations results & improvements. Results of quality assessments that measure the implementation of initiatives. Following processes and procedures implemented to improve client experience. Using every telephonic opportunity to wow the client. Average of QA Score " Individual Performance Target Expected Behaviour: "Ratio representation of achievement compared to target A target is determined in each month and the individual’s results are shown as a ratio to performance target" Assessments Expected Behaviour: ASSESS Monthly Product Assesment 50 % ME/FULL - Meeting Expectations / Full Perform Pass rate on Monthly Product Assesments Values Integration Expected Behaviour: Display of behaviors supporting 1Life values
Job Requirements
Qualifications: School Grade 12 NQF L4 - School/College/Training Certificates