AVBOB Senior Clerk: Retention Vacancy in Centurion: Grade 12 Required
AVBOB is looking for an experienced and customer-focused candidate to join its team as a Senior Clerk: Retention (Outbound Calls) in Centurion.
This permanent opportunity is suitable for applicants who have Grade 12, a FAIS-recognised qualification and between two and three years of experience in the insurance industry.
The successful candidate will work within AVBOB’s New Business Quality Assurance environment, supporting customer retention through outbound calls, policy reviews, payment arrangements and cancellation management.
AVBOB Senior Clerk: Retention Vacancy Overview
Employer: AVBOB Job Title: Senior Clerk: Retention (Outbound Calls) Location: Centurion Department: New Business Quality Assurance Job Reference: 211SNCL02 Industry: Insurance Job Type: Permanent Number of Positions: 1 Salary: Market Related Date Posted: 31 August 2026 Closing Date: Not stated in the vacancy information provided
About the AVBOB Senior Clerk: Retention Position
AVBOB is seeking a customer-orientated individual with strong communication skills to join its New Business team.
The Senior Clerk: Retention will primarily handle outbound calls aimed at helping customers manage outstanding premiums, understand their policy options and, where possible, retain their insurance cover.
The position also involves processing cancellation requests, updating customer information, resolving complaints and ensuring that all interactions comply with approved quality assurance and regulatory processes.
AVBOB has operated for more than 100 years and says it places strong emphasis on employee development, customer service and rewarding strong performance.
Key Responsibilities
The successful candidate will be expected to perform duties that include:
Reviewing customers’ premium payment histories to determine when premiums were last paid and confirm the current status of policies.
Making outbound calls using compliance-approved scripts.
Assisting clients with suitable solutions when premiums are outstanding.
Explaining premium debt and arrears rules relating to older policies.
Advising customers about available payment methods to settle outstanding policy balances.
Reinstating deductions and securing arrangements for future premium payments.
Recording all customer communication, outcomes and actions on the relevant system.
Sending updated policy contracts or endorsements where applicable.
Receiving and processing cancellation letters through the workflow system.
Verifying customer signatures against original documentation.
Updating customer contact details and addresses.
Determining the reasons customers want to cancel their policies.
Handling and resolving customer complaints.
Preparing statistical information and reports.
Contacting customers to establish the reasons behind cancellation requests.
Recommending suitable retention solutions based on the customer’s circumstances.
Assisting customers who can no longer afford their premiums by discussing options such as reducing premiums or the sum assured.
Assisting with the removal of insured lives where appropriate.
Obtaining voice-recorded consent or signed written instructions when policy changes are requested.
Processing paid-up policy arrangements and sending the necessary forms to policyholders.
Applicants interested in the AVBOB Senior Clerk: Retention vacancy should meet the following requirements:
Grade 12 or equivalent.
FAIS-recognised qualification.
Two to three years of experience in the insurance industry.
Advantageous Qualifications
The following regulatory qualifications will be advantageous:
RE5.
RE1.
Candidates with previous experience in insurance retention, outbound customer service, premium collections, policy administration or customer relationship management may be particularly suited to the role.
Skills That May Help You Succeed
Because this position involves regular interaction with policyholders, candidates should be comfortable communicating with customers over the telephone.
Useful skills for the role include:
Excellent verbal communication.
Strong customer service abilities.
Attention to detail.
Problem-solving skills.
Ability to handle difficult customer conversations professionally.
Policy administration skills.
Good record-keeping.
Ability to work with customer information and internal systems.
Understanding of insurance policies and premium payments.
Ability to work within compliance requirements.
Who Should Apply?
This opportunity may suit candidates who already have experience working in the South African insurance industry and want to develop their careers in customer retention and policy administration.
Applicants should be comfortable making outbound calls, discussing outstanding premiums with customers and finding practical solutions that may help policyholders maintain their cover.
The role may also appeal to people with previous experience as insurance clerks, retention consultants, customer service agents, policy administrators or call centre agents within financial services.
How to Apply for the AVBOB Senior Clerk Vacancy
Interested candidates should apply through the official AVBOB careers platform and search for the vacancy using the reference number:
Before submitting your application, make sure your CV clearly highlights your:
Grade 12 qualification.
FAIS-recognised qualification.
Insurance industry experience.
Customer service experience.
Outbound calling or retention experience.
RE5 or RE1 qualification, if applicable.
Applicants should ensure that all information submitted is accurate and that their contact details are up to date.
Important Application Advice
Do not wait until the last minute to prepare your application.
Although a closing date was not included in the vacancy information provided, vacancies may be removed once the recruitment process progresses or sufficient applications have been received.
Always confirm the current vacancy status on AVBOB’s official recruitment platform before applying.
Why This AVBOB Vacancy May Be Worth Considering
The Senior Clerk: Retention position provides an opportunity to work in the established South African insurance sector while gaining further experience in customer retention, policy servicing and quality assurance.
For candidates with Grade 12, a FAIS-recognised qualification and relevant insurance experience, this could be a valuable opportunity to take the next step in their career.
