Agent, Reactive Retentions – Liberty Group Limited

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Agent, Reactive Retentions – Liberty Group Limited (Standard Bank Group)

Location:
Company:
Business Segment: Insurance & Asset Management
Employment Type: Full-Time
Reference Number: 80453419A-0001
Date Posted: 18 June 2026

Job Overview

Liberty Group Limited, part of the Standard Bank Group, is seeking an experienced Agent, Reactive Retentions to join its Johannesburg team. This role focuses on investigating, diagnosing, and resolving escalated customer service requests, queries, and complaints while ensuring exceptional client experiences and retention outcomes.

The successful candidate will work closely with customers, business partners, and internal stakeholders to provide timely resolutions, maintain client satisfaction, and minimise operational risks.

Key Responsibilities

  • Investigate and resolve escalated customer service requests and complaints.
  • Provide accurate end-to-end query resolution within agreed turnaround times.
  • Maintain continuous communication and feedback with clients until issues are resolved.
  • Deliver world-class customer service and retention support.
  • Collaborate with multiple internal teams to achieve positive client outcomes.
  • Reduce operational risks and potential financial losses.
  • Ensure compliance with service standards and company policies.
  • Build and maintain strong client relationships.

Minimum Requirements

Qualifications

  • Diploma in Business Commerce or a related field.

Experience

  • 3–4 years’ experience in client relationship management.
  • Proven ability to resolve customer complaints and service-related issues.
  • Experience working with multiple internal stakeholders.
  • 3–4 years’ experience in client services, customer support, or operations environments.
  • Strong technical and problem-solving capabilities.

Required Skills & Competencies

Behavioural Competencies

  • Developing Expertise
  • Documenting Facts
  • Embracing Change
  • Examining Information
  • Interacting with People
  • Interpreting Data
  • Making Decisions
  • Managing Tasks
  • Producing Output
  • Resolving Conflict
  • Thinking Positively
  • Upholding Standards

Technical Competencies

  • Active Listening
  • Client Relationship Management
  • Client Servicing
  • Collaboration
  • Continuous Improvement
  • Creative Problem Solving
  • Operations Commercial Acumen
  • Query Resolution

Why Join Liberty Group?

  • Opportunity to work within one of Africa’s leading financial services groups.
  • Exposure to insurance and asset management operations.
  • Career growth and development opportunities.
  • Collaborative and professional working environment.
  • Competitive employee benefits and support programmes.

Application Information

Interested candidates who meet the requirements are encouraged to apply as soon as possible.

Important: Liberty Group and Standard Bank will never request payment at any stage of the recruitment process. Applicants should report any suspected recruitment fraud through the official Standard Bank fraud reporting channels.

Apply Here