Description:
The purpose of a Customer Solutions Retention Specialist is to drive retention through inbound and outbound activity, by adopting a positive relationship-based approach and educating customers to make an informed decision about their policy. The retention specialist will provide exceptional customer experience, increase customer loyalty and deliver good customer outcomes whilst driving a retention mindset
Your Story
- Handle inbound and outbound calls, emails, and other communication channels to provide exceptional customer experience and retention support to clients.
- Utilize emotional intelligence to understand customer needs, concerns and challenges, and provide general advice solutions that meet their individual needs.
- Act as a subject matter expert on all life insurance products and services offered by the company, clearly explaining complex information in a clear and concise manner to customers.
- Investigate and resolve customer complaints and inquiries in a timely and professional manner, utilizing problem-solving skills and emotional intelligence to diffuse difficult situations and build customer trust
- Use customer feedback to identify areas for improvement in the retention process, and work collaboratively with team members to implement changes to process.
- Participate in team meetings, training sessions, and other activities to improve performance, enhance customer experience and retention.
Ideal Experience
- Strong emotional intelligence to connect and build rapport with customers
- Excellent verbal and written communication skills, with the ability to communicate complex information in a clear and concise manner
- Exceptional problem-solving skills, with the ability to think critically and creatively to identify and resolve customer issues
- Ability to multitask and manage time effectively to meet deadlines and exceed performance targets
- Strong attention to detail and ability to maintain accurate records and documentation
- Demonstrate willingness to grow and learn new capabilities, adapting to changes in company policies and procedures
- The ability to understand the difference between General Advice and Personal advice.
- Previous experience in a customer retention-based role, ideally in a contact centre environment
- Agile ways of working experience
- Experience with using multiple systems and different types of technology, soft phone telephony systems such as AWS or similar.
- RG-146 qualifications (desired) – must understand the difference between General Advice and Personal advice