Member Benefits Assurance Consultant (Fixed-Term)

Details

Closing Date: 2026/03/22

Reference Number: PPS260313-2

Job Type: Contract

Job Title: Member Benefits Assurance Consultant (Fixed-Term)

Business Unit: PPS InsCo

Department: Life Operations

Location: South Africa, Gauteng, Parktown, Johannesburg

A member of the PPS Life Operations and Digital team reporting to the Team Manager Retentions & Leads, this role will nurture the customer relationship and act as a sales enabler to drive re purchase loyalty toward PPS products and services.

We are seeking a highly skilled and experienced Member Benefits Assurance Consultant (Retentions Consultant) to join our team. You will be responsible for developing and implementing strategies to improve customer retention and minimize churn rates. Your expertise in analysing customer behaviour, identifying areas for improvement, and designing retention initiatives will be crucial in driving customer loyalty and maximizing revenue. The ideal candidate possesses strong analytical abilities, excellent communication skills, and a deep understanding of customer relationship management.

• Bachelor's degree in business, marketing, or a related field

• 3+ years in a similar role.
• 1-year retentions/sales specific experience in the long term insurance or banking industry.
• Previous Customer Service experience an advantage.

• Comprehensive use of MS Office applications (Microsoft Teams, Outlook, Visio, Word, Excel, Powerpoint, Projects).
• MS Access and SQL experience/skills.
• Excellent verbal and written communication skills in English.
• FAIS and FICA knowledge.
• Knowledge of financial institutions.

• Proactively engage with members to understand their needs, resolve concerns, and reinforce the value of PPS products and services.
• Manage both inbound and outbound customer interactions with the aim of retaining policies and reducing churn.
• Negotiate with members to renew policies, provide alternative solutions, and secure ongoing business through strong objection handling and tailored retention offers.
• Analyse customer behaviour, feedback trends, and policy lapse indicators to identify root causes of cancellations and develop targeted interventions.
• Implement retention strategies and campaigns designed to enhance loyalty, improve persistency, and drive re purchase behaviour within the PPS membership base.
• Compile, prepare, and present retention and customer behaviour reports to the Team Manager Retentions & Leads.
• Ensure accurate documentation of member interactions, retention efforts, and outcomes.

• Collaborate with internal stakeholders, including Sales and the broader Life Operations teams, to propose solutions, resolve complex cases, and enhance customer retention strategies.
• Build, maintain, and strengthen professional relationships with members, intermediaries, and business associates to support long term customer engagement.

• Writing and presenting customer behaviour reports.
• Use customer data analytics to identify patterns, behaviours, risk areas, and potential churn triggers.
• Develop and recommend data based improvements to processes, customer journeys, and service delivery to enhance overall retention outcomes.

• Adhere to internal SLA requirements, ensuring efficient service delivery and alignment with regulatory and compliance obligations (e.g., FAIS, FICA, TCF).
• Apply sound knowledge and guidelines where required to support accurate decision making in retention engagements.
• Maintain strict compliance with organisational policies, processes, and controls, escalating exceptions as required.

• Maintain expert level knowledge of PPS products, benefits, and system functionality to accurately position value propositions and address member concerns.
• Stay updated on industry best practices, regulatory changes, and retention methodologies through continuous learning, coaching, and development initiatives.

• A good business acumen.
• Drive Personal and Team Accountability.
• Willing to share knowledge and give expert opinion, and discuss recommendations.
• Competent writing and communication skills, to present/communicate/report on consolidated information.
• Proactive problem solving in pressure situations.
• Results Driven.
• Attention to detail.
• Have an empathetic but strong phone manner.
• Should be self motivated, reliable, and show initiative.

We are committed to Employment Equity, which includes persons living with disabilities, when recruiting both internally and externally. It is company policy to promote from within wherever possible. Therefore, please be aware that internal candidates will be considered first before reviewing external applicants, provided that this supports the achievement of our Employment Equity goals. Based on the nature of our business, honesty and integrity are essential qualities for all positions.