Permanent Retentions Agent | Rand Mutual Admin Services Vacancies
Job Description
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Rand Mutual Admin Services Vacancies – Retentions Agent
Location: Johannesburg, Gauteng
Company: Rand Mutual Admin Services
Job Type: Permanent
Job Sector: Customer Service
Retentions Agent – Rand Mutual Admin Services
Introduction:
As a Retentions Agent at Rand Mutual Admin Services, you will report to the Team Leader: Retentions and play a key role in driving customer loyalty and business retention. Your focus will be on engaging with customers, members, and employees to uphold service excellence and support RML’s strategic goals.
Job Overview:
You will be responsible for managing retention efforts, resolving queries, and ensuring policyholder satisfaction while contributing to business growth through strategic communication and relationship-building.
Key Responsibilities:
Customer Retention:
- Handle retention queries efficiently.
- Generate daily, weekly, and monthly collection and retention reports.
- Update policyholder payments for accurate commission processing.
- Engage policyholders considering cancellations or facing payment issues to encourage retention.
- Maintain detailed policyholder records and escalate critical issues to the Team Leader.
- Prepare monthly lapse and cancellation reports.
- Process debit files and ad-hoc requests within SLA.
- Conduct monthly scheme payment reconciliations.
- Assist with ad-hoc retention projects.
Customer Service:
- Resolve customer inquiries and complaints promptly.
- Communicate updates and policy changes effectively.
- Deliver exceptional service to ensure customer satisfaction.
- Build lasting relationships to encourage repeat business.
- Educate customers on new products and benefits.
- Assist walk-in clients and support the contact center with retention-related queries.
Sales Support:
- Promote new product offerings to customers.
- Identify upselling opportunities.
- Recommend downgrades when necessary to retain business.
What We Offer:
Join a 130-year-old organization with a strong commitment to employee growth and stability. You’ll receive a competitive salary, benefits, and the opportunity to work with a collaborative, team-oriented group.
Application Process:
Shortlisting begins after the closing date. The recruitment timeline depends on candidate progression and manager availability. If not contacted within 21 days, consider your application unsuccessful.
Closing Date: 25th August 2025
Employment Equity:
Rand Mutual Assurance promotes employment equity. Preference may be given to candidates from under-represented groups aligned with company goals.
Requirements:
- NQF Level 6 Diploma in Sales, Marketing, or related field (Essential).
- RE5 Certificate (Essential).
- 3–5 years of retentions/collections experience in insurance (Essential).
- 2–5 years of sales experience (Essential).
- Strong stakeholder management and communication skills.
- Results-driven with excellent negotiation abilities.
- Proficiency in MS Excel.
APPLY NOW
How to Apply
To apply for this position, click the “Apply Now” button or follow the specific instructions provided in the job description. Ensure that your CV and supporting documents are up to date and relevant to the position.
Please note: This job posting may be closed at any time by the employer, either due to internal recruitment policies, legal requirements, or once a suitable candidate has been found. We encourage you to apply as early as possible.
Only shortlisted candidates will be contacted.
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