Retention Consultant

Vitality is at the heart of Discovery’s shared value model and aims to reward members for positive behaviour change. Vitality is a global thought leader in wellness and encourages members to live healthier lives. Vitality operates in a fast-paced and agile environment and has remained at the forefront of wellness thought leadership by delivering cutting edge innovation through bi-annual product launches.

Within the team of 500+ creative minds, projects span across all areas, including marketing, finance, data, people, MIS and actuarial, operations, systems, strategic programs and wellness – providing opportunities for a holistic experience. Vitality partners with leading partners to provide members with a superior rewards experience, providing a dazzling service to our members. In all they do, Vitality people pride themselves in living the Discovery values and championing its core purpose of making people healthier and enhancing and protecting their lives whilst being the everyday ambassadors.

The primary purpose of a Retentions Consultant is to proactively engage with members who are at risk of cancelling their products or services, with the goal of understanding their concerns, resolving issues, and offering suitable solutions to retain their business and demonstrate the value of Vitality. This role is vital in preserving customer loyalty, minimizing churn, and ensuring long-term revenue sustainability by delivering exceptional service, building trust, and reinforcing the value of the product or service offering.

Inbound / outbound telephonic Conservation to existing Discovery Vitality clients, who have requested the cancellation of their policy with the goal of convincing them to stay

Ensure all conservation targets are met

Proactively determine the client’s needs and can resell products to members

Proactively evaluate interactions with clients always providing dazzling service to internal and external clients

Ensuring that all of the client’s concerns are addressed and resolved by the relevant areas

Keep accurate statistics on all calls, contacts and clients spoken to and report findings to management

Ensure that all administrate changes are done timeously, followed through, and monitored