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Job Description:

To perform various retention related activities, which includes cross-selling, suggestion of alternative products, resolution of customer queries and product education to maximize customer experience and positively impact retention

Are you someone who can:

• Handle inbound and outbound insurance-related client calls in line with service standards and retention objectives.
• Provide clear and accurate information on insurance products, policy benefits, premiums, claims processes, and policy amendments.
• Resolve client queries and service requests at first point of contact where possible.
• Conduct effective retention conversations to prevent policy cancellations and reduce churn.
• Capture, update, and maintain accurate client and policy information across systems.
• Identify, manage, and escalate exceptions, complaints, and complex cases in line with protocols.
• Meet individual and team performance targets, including service quality, turnaround time, and retention metrics.
• Identify cross-sell opportunities and strengthen long-term client relationships.

You will be an ideal candidate if you:

• Grade 12 qualification.
• Minimum 3 years’ experience in financial services.
• Strong interpersonal and communication skills.
• Passion for helping clients achieve financial well-being.

You will have access to:

• Opportunities to network and collaborate
• Challenging Work
• Opportunities to innovate

We can be a match if you are:

• Always doing the right thing – Fight for ethical conduct and transparency, both inside and outside
• Curious – Believe in insight, creativity, and its power to unlock value
• Deeply Invested – Take initiative and be a leader in your own right
• Valuing differences – Be inclusive, gracious, decent, and humble
• Building Trust not Territory – Crete a culture of sharing
• Courageous – We’ve built a culture of bravery by speaking our minds and encouraging others to do the same

The company ONLY accept applications via their career portal. Interested candidates can apply via the link below:

Apply online via: FNB Career Portal

Closing Date: 05 May 2026