OBR Client Service and Retention Call Centre Consultant

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

Hello Client Service and Retention Call Centre Consultant

Welcome to FNB Short Term Insurance, where we believe help is at the heart of human greatness. Our vision is to be a great business helping to create a better world.

As part of our talent team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

Preference shall be given to suitably qualified applicants from the designated groups as defined in the Affirmative Action Act, 29 of 1998.

Are you someone who can:

· 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 first point of contact wherever possible.

· Conduct effective 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 in line with defined escalation protocols.

·Consistently meet individual and team performance targets, including service quality, turnaround time and retention metrics.

·Identify and maximise portfolio cross‑sell opportunities while strengthening long-term client relationships.

You will be an ideal candidate if you:

·Hold a Grade 12 qualification.

·A minimum of 3 years’ experience in financial services.

·Demonstrate strong interpersonal and communication skills.

·Are passionate about helping clients achieve financial well-being.

You will have access to:

·Opportunities to network and collaborate

·Challenging Working environment

·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

Are you interested to take the step? We look forward to engaging with you further.

All appointments will be made in line with FirstRand Namibia’s Employment Equity plan.

The Group actively supports the recruitment and advancement of people with disabilities. We encourage that candidates voluntarily declare their disability and consult the Group should they require reasonable accommodation

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Important Closing Date Note

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

05/05/26