Client Retention Specialist (Short-Term Insurance)

Empowering Africa’s tomorrow, together…one story at a time.

Belonging at Absa

Absa is committed to creating an inclusive workplace where everyone can thrive. We are an equal opportunity employer and welcome applications from suitably qualified individuals from diverse backgrounds. In support of our Diversity, Equity, Inclusion and Belonging (DEIB) commitments and Employment Equity objectives, preference may be given to candidates from underrepresented designated groups, including persons with disabilities. We encourage applicants who may require reasonable accommodation during the recruitment process to let us know so that appropriate support can be provided.

Job Summary

3 to 5 years' experience within Short-Term Insurance. Minimum 2 years' experience in client retention, policy servicing, sales support, customer relations, or portfolio management. Experience handling policy cancellations, premium negotiations, renewals, and customer retention strategies.Sound understanding of personal and commercial insurance products.Strong track record of achieving retention and customer satisfaction targets.To deliver dynamic customer service by answering incoming calls timeously, resolving customer queries and upselling other idirect Insurance products on offer. Offer financial advice to the customer and handle retentions.

Job Description

• 3 to 5 years' experience within Short-Term Insurance.
• Minimum 2 years' experience in client retention, policy servicing, sales support, customer relations, or portfolio management.
• Experience handling policy cancellations, premium negotiations, renewals, and customer retention strategies.
• Sound understanding of personal and commercial insurance products.
• Strong track record of achieving retention and customer satisfaction targets.Customer satisfaction, call resolution, quality assurance of service and calls, and compliance. FAIS Fit and Proper Requirements Applicable to this Role (Advice and Intermediary Service): FSCA-Approved Qualification Regulatory Exam for Representatives (RE5) Experience As Per the FAIS Act Product Specific Training once Onboarded Class Of Business Training Continuous Professional Development Attest To Honesty, Integrity, and Good Standing
• Engage with clients who intend to cancel, lapse, or amend their insurance policies.
• Identify client concerns and provide suitable retention solutions.
• Build and maintain long-term client relationships through proactive engagement.
• Conduct policy reviews to ensure cover remains relevant to client needs.
• Retain premium income and improve portfolio persistency.
• Negotiate retention solutions while balancing customer needs and business objectives.
• Resolve customer queries, concerns, and service-related issues effectively.
• Collaborate with underwriting, claims, and service teams to enhance customer outcomes.
• Maintain accurate records of all customer interactions and retention activities.
• Monitor retention trends and provide recommendations to improve customer loyalty and retention performance.
• Ensure compliance with FAIS requirements, regulatory standards, and Treating Customers Fairly (TCF) principles.

Education

Further Education and Training Certificate (FETC)

About Us

At Absa, our story is not a single narrative. It’s thousands of individual journeys unfolding across Africa and beyond.

From colleagues serving customers in local communities to teams shaping financial solutions across borders, Absa is built on people who bring their lived experiences, ambitions and perspectives into the workplace every day. Whether you’re starting your career, a seasoned leader or somewhere in between, your contribution is seen, valued and connected to something bigger.

Our presence across Africa – which spans personal and business banking, corporate and investment banking, wealth and investment management, and insurance – exists because of the people who show up in their roles with purpose. Across Botswana, Ghana, Kenya, Mauritius, Mozambique, Seychelles, South Africa, Tanzania, Uganda and Zambia, our colleagues are shaping what Absa becomes in each market.

Beyond the continent, teams in global offices and a technology hub support and extend the stories that prove that African talent can lead, influence and innovate on the global stage.

At Absa, your story matters because progress is driven by human experience, not hierarchy. When people are enabled to bring their whole selves to work, they don’t just build careers. They help shape the future of Africa’s financial services landscape.