Senior Retentions Agent

Pineapple has exciting news to share. We are looking for a talented, passionate and solutions oriented Senior Retentions Agent to join the Retentions Team.

About Us:

Pineapple Tech PTY LTD is a dynamic and innovative short-term insurance company that leverages technology to provide exceptional insurance solutions to our customers. We believe in making insurance simple, transparent, and accessible to all. As we continue to grow, We are currently seeking a professional and experienced Senior Retention Agent to join our dynamic and growing organization

Key Objectives and Responsibilities:

General duties and responsibilities of a Senior Retentions Agent at Pineapple include but not limited to :

• Engage customers intending to cancel policies, identifying root causes and presenting value-driven solutions.

• Apply advanced negotiation and persuasion techniques to retain customers effectively.

• Analyze trends in cancellations to identify potential improvements in processes or offerings.

• Accurately capture and process reinstatements and policy updates.

• Build trust and maintain positive relationships with customers to ensure continued engagement.

• Deliver consistent, high-quality service that aligns with Pineapple’s customer-centric standards.

• Manage escalated customer interactions with professionalism and empathy.

• Ensure accurate data capture and compliance with Treating Customers Fairly (TCF) principles.

• Manage workload efficiently to maximize engagement opportunities.

• Provide feedback on call trends, cancellation reasons, and improvement opportunities.

• Participate actively in performance discussions and calibration sessions.

• Maintain high-quality standards across documentation, verification, and system updates.

• Participate in QA assessments and incorporate feedback to improve performance.

• Ensure full compliance with company and regulatory retention guidelines.

• principles. 

• Adhere to all FAIS, RE5, and internal compliance protocols in every customer interaction.

Qualifications:

• Matric/Grade 12 Qualification

• 2 years retentions experience

• Class of Business

• RE5

• FAIS qualification will be advantageous
  

Skills:

• Proven ability to manage escalated calls and high-pressure situations.

• Excellent communication, listening, and conflict resolution skills.

• Target-driven mindset with strong attention to accuracy and compliance.

• Familiarity with CRM and call centre management systems.

•  Retention Strategy Execution

• Advanced Negotiation and Objection Handling

• CRM and Call Management Systems

• Compliance and Regulatory Knowledge

• Customer Service Excellence