YOUI Retention Advisor

Company Description

Youi is a company within the OUTsurance Holdings Group.

Youi prides itself on being different. We've challenged the Australian insurance industry and we're always looking for ways to be better. Our unwavering commitment to being a great company to work for and providing awesome service to our clients drive our success. You can become a part of our success story.

Job Description

The purpose of a Retention Advisor is to retain existing policyholders by delivering exceptional customer service, addressing concerns proactively, and offering solutions that meet customers’ insurance needs. The role focuses on reducing cancellations, maximizing customer loyalty, and ensuring the business achieves its quality and quantity targets in line with the annual Business Plan. Retentions Advisors act as problem‑solvers and relationship builders, ensuring that every customer interaction reinforces trust and the value of staying insured with the company.

Role purpose

• To ensure consistent focus on cancellation ratio, renewal rates and compliance.
• To manage the pool of Tasks and Messages allocated daily to effectively deliver an acceptable cancellation ratio.
• To ensure a cancellation rate consistent with, and better than, the business plan requirement.
• To ensure correct application of the sales process to minimise policy cancellations.
• To ensure Message Turn Around Time (TAT) is kept to an absolute minimum to effect awesome client service.
• To ensure that all client calls and dealings have a quality and compliance focus.
• To actively attempt to retain all clients who wish to cancel a facility.
• To ensure acceptable performances in all key performance areas which might vary as business requirements change.

What will you do?

Sales and Client Service is where the action is! You will…

• Retain customers by addressing cancellation requests, understanding underlying concerns, and offering suitable retention solutions.
• Deliver exceptional customer service through professional handling of inbound and outbound retention calls while ensuring compliance with regulatory requirements.
• Achieve and exceed retention, quality, and performance targets aligned to the Business Plan.
• Ensure accurate administration by capturing detailed notes, following correct processes, and maintaining full compliance with policies and standards.
• Contribute to continuous improvement by sharing customer insights, enhancing product knowledge, and adopting best‑practice retention techniques.

Qualifications Education

• Completed Matric or National Senior Certificate – minimum requirement

Experience

• 2 years corporate sales experience – advantageous
• 2 years insurance retention experience – advantageous

Additional Information Key competencies

• Sales process.
• Principles of Client Service.
• Product and system knowledge.

The YOUI Retention Advisor will report directly to the Retention Team Manager and will work closely with the wider Retention team.

An ideal candidate will be able to align their personal work values to the OUTsurance values of Awesome Service, Dynamic, Honest, Human, Passionate and Recognition.

In accordance with OUTsurance Insurance Company Ltd Employment Equity goals, preference will be given to individuals who meet the job requirements and are from the various designated groups.