Retention Consultant Job Opportunity

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Retention Consultant Job Opportunity at Old Mutual – Johannesburg 2026

Retention Consultant Vacancy – Customer Retention & Policy Services

Old Mutual Careers

Old Mutual is currently recruiting for a Retention Consultant position based in Johannesburg. This exciting opportunity is suitable for experienced customer service and retention professionals looking to build a long-term career within one of Africa’s leading financial services organisations.

The successful candidate will be responsible for handling policy cancellations, surrender requests, customer retention strategies, and maintaining excellent client relationships while meeting operational and performance targets.

Job Overview

  • Position: Retention Consultant
  • Company: Old Mutual
  • Location: Johannesburg
  • Reference Number: JR-78317
  • Industry: Financial Services & Insurance
  • Job Type: Full-Time
  • Closing Date: 31 May 2026

About the Role

The Retention Consultant role focuses on assisting customers with policy retention solutions while ensuring professional service delivery. The position involves processing cancellation and surrender requests, handling inbound and outbound calls, analysing client portfolios, and offering suitable retention solutions aligned with company policies and customer needs.

This role requires strong communication skills, customer service experience, and the ability to work effectively in a target-driven environment.

Key Responsibilities

Customer Retention & Client Support

  • Process policy cancellation and surrender requests
  • Contact clients regarding unsuccessful premium collections
  • Implement proactive customer retention solutions
  • Provide suitable product and policy recommendations
  • Analyse customer portfolios and retention eligibility
  • Assist clients with retention-related enquiries and support

Customer Service & Communication

  • Handle inbound and outbound customer calls professionally
  • Respond to customer emails and policy-related queries
  • Maintain excellent customer relationships and service standards
  • Ensure customer satisfaction and issue resolution

Sales & Business Support

  • Identify upselling and cross-selling opportunities
  • Apply consultative selling techniques
  • Recommend value-added retention solutions
  • Achieve retention targets and operational goals

Administration & Compliance

  • Maintain accurate records of customer interactions
  • Ensure compliance with company procedures and quality standards
  • Manage workloads effectively to meet deadlines
  • Demonstrate product knowledge and understanding of competitor offerings

Minimum Requirements

Applicants should meet the following requirements:

  • Matric / Grade 12 qualification
  • Minimum 3 years Retentions experience
  • Strong customer service and communication skills
  • Experience handling inbound and outbound calls
  • Computer literacy and CRM system knowledge
  • Ability to work in a fast-paced environment
  • Strong problem-solving and interpersonal skills

Required Skills

  • Customer Relationship Management (CRM)
  • Customer Complaint Resolution
  • Consultative Selling
  • Customer Retention Strategies
  • Data Management
  • Digital Customer Engagement
  • Sales Support & Upselling
  • Customer Service Operations
  • Relationship Building
  • Communication & Negotiation Skills

Competencies

The ideal candidate should demonstrate:

  • Customer Focus
  • Accountability
  • Effective Communication
  • Decision Making
  • Interpersonal Effectiveness
  • Adaptability
  • Action Orientation
  • Ability to Manage Complexity
  • Teamwork & Collaboration

Why Join Old Mutual?

Old Mutual is one of Africa’s most respected financial services organisations, operating across multiple countries and offering services in insurance, savings, banking, asset management, and lending.

The company values employee development, diversity, and innovation while providing employees with career growth opportunities and exposure to world-class financial services operations.

Benefits of joining Old Mutual may include:

  • Career development opportunities
  • Professional work environment
  • Exposure to leading financial services operations
  • Diverse and inclusive workplace culture
  • Long-term career growth potential

About Old Mutual

Old Mutual is a premium African financial services company operating in 14 countries across the continent. The organisation offers a broad range of financial products and services to retail and corporate customers, including life insurance, savings, investments, banking, and lending solutions.

The company’s purpose is focused on building positive futures while delivering exceptional customer experiences supported by skilled and passionate employees.

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