• Accurately identify the origin and reason for policy cancellations (or cancelled policies).
• Determine the most appropriate approach of responding to the customer after identifying the cause for the policy cancellation (or potential policy cancellation).
• Gain an understanding of the customer’s portfolio with the business across comprehensive products; value added products and any other offerings (including policy tenure).
• Engage in effective brand reputation management aligned to specific customer concerns in order to limit brand damage and integrity.
• Update key customer information across all relative systems as required.
• Adhere to all required risk and compliance requirements as stipulated for the role.
• Adhere to all business rules, business processes and system access and management regulations on an on-going basis.
• Adherence to agreed house rules for the team and environment aligned to key performance and quality standards at all times.
• Effective retention of customers for the business across all channels and brands measured by agreed persistency ratios.
• Arrange for the payment of outstanding premiums to ensure cover is in place.
• Ensure that NTU and non-payment rates are managed effectively in line with company requirements.
• Effectively upsell required products as determined by a client needs analysis and available coverages.
• Apply or provide competitor comparisons where necessary relative to the cancellation reason and customer needs in order to provide options to customers.
• Where appropriate, offer discounting strategies relative to customer profitability and options available.

THE CANDIDATE MUST BE EXPECTED TO OPERATE IN LINE WITH THE COMPANY VALUES