Retentions Consultant

The Retention Consultant is responsible for preventing policy cancellations and minimising portfolio attrition by engaging clients or intermediaries at risk of leaving. The role requires advanced negotiation skills, strong product knowledge in Personal Lines insurance, and the ability to balance commercial outcomes, underwriting discipline, and Treating Customers Fairly (TCF) principles.

The consultant acts as the final point of intervention, using insight led negotiation to retain profitable business while ensuring compliance with underwriting, pricing, and conduct standards.

• Proactively engage clients or intermediaries on cancellation, non renewal, discount requests, and unpaid premium cases;
• Apply high level negotiation techniques to retain policies through: premium restructuring, cover optimisation & excess adjustments;
• Value based selling and benefit articulation;
• Identify the true reason for cancellation and tailor retention strategies accordingly;
• Negotiate within authorised mandates and escape exceptions appropriately;
• Identify re insurance and appropriate action where applicable;
• Provide quality and correct feedback on high level technical queries;
• Work within higher level mandates;
• Understand contact centre processes and SLA;
• Manage risk evaluation and management;
• Handle online broker related telephonic requests, provide expert advice across Personal Lines products, including motor, household, and additional covers;
• Assess risk profiles, claims history, policy tenure, and pricing structures when formulating retention solutions;
• Ensure that retained policies remain technically sound and commercially viable;
• Actively manage a pipeline of at risk policies to achieve retention, save rate, and premium preservation targets;
• Identify recurring cancellation drivers and provide feedback to improve upstream processes;
• Contribute to portfolio stability by focusing on quality retention rather than short term saves;
• Ensure full adherence to TCF, underwriting guidelines, and internal retention SOPs;
• Maintain accurate system notes reflecting negotiation outcomes and decisions;
• Protect the organisation from anti selection and inappropriate discounting practices;
• Build strong working relationships with brokers, service consultants, underwriting teams, and finance;
• Handle difficult conversations professionally and confidently, even in high pressure scenarios;
• Act as a trusted advisor rather than a transactional call handler.

• Grade 12;
• Short term insurance related qualification (min NQF lev 4); or similar;
• FAIS requirement: 150 credits with regards to Personal Lines Underwriting (NQF level 4) or equivalent;
• Computer literate (MS Office package) and Internet;
• At least 3 years current experience with regards to Personal Lines Short term insurance;
• RE Qualification (Advantageous);
• Clear track record in terms of adherence to Quality standard and Compliance.

Key Performance Indicators (KPIs)

• Retention / Save Rate;
• Quality of retained business (post retention lapse and claims experience);
• Compliance and audit outcomes;
• Customer or broker satisfaction scores.

• Action orientated;
• Business insight;
• Detail orientated.

• Queries;
• Advice;
• Quality management.

Santam is the market leader in the general insurance industry in Southern Africa. As a large, diversified, and expanding company, we are committed to transformation and growth. While our headquarters are in South Africa, we are rapidly extending our presence into emerging markets across Africa and Asia.

With a client base of over 1 million policyholders, Santam serves individuals, commercial enterprises, specialist business owners, and institutions-including 80 of the Top 100 companies listed on the JSE. Our commitment to Insurance, Good and Proper goes beyond just providing cover-we offer peace of mind, ensuring our clients can focus on living in the moment, not worrying about the unexpected. Because at Santam, we believe the freedom to seize every day is worth protecting.

People drive our business, and we are committed to attracting the best talent, whether for permanent roles or short term opportunities.

Santam is committed to diversity, inclusion, and belonging. As an equal opportunity employer, we encourage applications from candidates of all backgrounds, including persons with disabilities. We are dedicated to neuro inclusivity and fostering a workplace where everyone can thrive.

Take the next step in your career-apply now and be part of a company that's shaping the future of insurance. This is Freedom!

1. Step 1: Our vacancies are advertised between 3 5 days depending on the market availability of the skills required.
2. Step 2: Could take a couple of days depending on the volume and the screening process, which varies according to the complexity of the role.
3. Step 3: Long listed candidates are sent to the hiring manager to review and consider for the next stage of the selection process.
4. Step 4: Candidates may be contacted for a short screening interview to get to know them better and to ask any clarity seeking questions.
5. Step 5: We use a competency interview model. Interview dates will be confirmed via e mail. During the interview you will be introduced to the panel and the process will be explained. Remain calm and sell yourself. This is our opportunity to match your skills to the job. You only get one shot!
6. Step 6: Should we like what you bring to the table, depending on the job you are being considered for, you may be invited to complete a psychometric assessment. Further employment checks are conducted to ensure the validity of your credentials.
7. Step 7: Prior to an offer being made, there may be a second interview to meet with the Head of Department. Should there be a need for any further interviews, be sure to bring the same charm that got you through your first interview.
8. Step 8: You made it. Here we ensure we receive all your documents to get you onto our payroll system.

There is not just one way to be successful at Santam, nor is there one way to interview with us. Interviewing is a two way process-all helps us learn about you, and helps you learn about us, our people, and what you could do here.

Santam has been officially recognised by the Top Employers Institute as a Top Employer 2025 for excellence in people practices. This is the ninth consecutive year that we have achieved this accolade.