Client Service and Retention Call Centre Consultant

About the role

Join FNB Short Term Insurance as a Client Service and Retention Call Centre Consultant. You will handle inbound and outbound insurance‑related calls, providing accurate product information and working to retain existing policies.

Key responsibilities

• Handle inbound and outbound insurance‑related client calls in line with service standards and retention objectives.
• Provide clear, accurate information on insurance products, policy benefits, premiums, claims processes and policy amendments.
• Resolve client queries and service requests at the first point of contact wherever possible.
• Conduct retention conversations aimed at preventing policy cancellations and reducing churn.
• Capture, update and maintain accurate client and policy information across insurance and call‑centre systems.
• Identify, manage and escalate exceptions, complaints and complex cases according to defined protocols.
• Consistently meet individual and team performance targets, including service quality, turnaround time and retention metrics.
• Identify and maximise cross‑sell opportunities while strengthening long‑term client relationships.

Required profile

• Grade 12 qualification.
• Minimum of 3 years’ experience in financial services.
• Strong interpersonal and communication skills.
• Passionate about helping clients achieve financial well‑being.

Required skills

What we offer

• Opportunities to network and collaborate.
• Challenging working environment.
• Opportunities to innovate.