Retention Consultant

Business Unit: Vitality RSA
Function: Client Service
Date: 19 June 2025

About Discovery Vitality RSA:

Discovery’s Vitality program encourages healthier lifestyles by rewarding positive behaviour change. As a global wellness leader, Vitality operates in a fast-paced, innovative environment with a strong focus on member experience, delivering superior rewards and service.

Role Purpose:

As a Retentions Consultant, you will proactively engage with members considering cancelling their policies. Your goal is to understand their concerns, resolve issues, offer suitable solutions, and ultimately retain their business — minimizing churn and promoting long-term customer loyalty.

Key Responsibilities:

Handle inbound and outbound calls to clients requesting cancellation, aiming to retain their policies
Meet conservation and retention targets consistently
Identify and resell suitable products to meet client needs
Provide exceptional service to both internal and external clients
Address client concerns by coordinating with relevant departments
Maintain accurate records of calls, contacts, and client interactions, reporting to management
Ensure timely and accurate administration of client changes

Personal Attributes & Skills:

Integrity and adherence to ethics and company values
Strong persuasive, negotiation, and sales skills
Excellent relationship-building abilities with customers and colleagues
Clear, correct writing and communication skills
Self-motivated, organized, and able to prioritize under pressure
Confidentiality and professionalism
Resilient and results-driven
Team player with a positive, friendly, and confident demeanor

Education & Experience:

Matric certificate
6-12 months call centre experience
Minimum 6 months sales or collections experience
Experience in relationship management

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Retention Consultant