Field Agents X20 Pretoria

Job Purpose

To provide frontline customer engagement and sales support by promoting Icebolethu’s funeral assurance products, managing client relationships, resolving customer queries, and ensuring policy retention. The Field Agent plays a vital role in maintaining customer loyalty and driving business growth through service excellence and compliance with industry regulations.

Key Responsibilities

• Promote and sell funeral assurance policies to new and existing clients.
• Deliver exceptional customer service and ensure client satisfaction.
• Handle client queries and resolve complaints within the agreed service levels.
• Execute customer retention strategies to maintain and grow client base.
• Maintain accurate client records and ensure proper administrative processes.
• Proactively call clients to restructure, retain, or resell existing policies.
• Ensure compliance with FAIS and FSCA regulations.
• Meet and exceed set monthly and quarterly sales targets.
• Negotiate with clients for contract renewals and policy retention.

Key Skills and Competencies

• Proven sales ability including cross-selling and upselling
• Proficiency in Microsoft Office (MS Word, Excel, Outlook)
• Excellent verbal and written communication skills
• Customer-centric approach with strong interpersonal skills
• Strong negotiation and conflict resolution abilities
• Honest, reliable, and ethical conduct
• Able to work independently and make sound decisions
• Solid administrative and organizational skills
• Ability to understand and resolve customer concerns effectively
• Proficiency in at least three official languages spoken in the relevant province

Qualifications

• Matric/ Grade 12
• A relevant tertiary qualification is advantageous
• RE1 or RE5 certification is advantageous

Experience

• 1-2 years’ experience in sales, customer service or field operations
• Experience in the funeral assurance, insurance, or financial service sector is preferred
• Background in client engagement and compliant handling will be beneficial

Key Performance Indicators

• Retention Rate (%) – % of policies renewed (target ≥ 85%)
• Premium Collection Rate (%) – % of monthly premiums successfully collected
• Follow-up Logs – Number of client follow-ups completed vs. assigned

• Regulatory Compliance (100%) – Zero major FAIS/FSCA breaches
• Accuracy of Records (%) – % of contracts/policies submitted error-free
• Issues Resolved Within SLA (%) – % of queries closed within agreed time (e.g., 48 hours)
• Attendance & Grooming Records – % of punctuality/adherence to dress code
• Client Satisfaction Score – Feedback rating from clients (e.g., ≥ 80%)

Working Conditions

• High-pressure, emotionally sensitive work environment
• Predominantly field-based role requiring mobility and independent work