Team Leader: Insurance Retention

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Date: 20 Mar 2026

Location: Century City, Western Cape, ZA

Company: Capitec Bank Ltd

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We're on the lookout for energetic, self-motivated individuals who share our passion for service in the banking industry. To be part of the journey, follow the steps below:

1. To see what life at Capitec is all about and complete a short assessment, please click here!

2.  Once you have completed the above finalize your application by clicking apply below

Purpose Statement

To lead, coach and manage a team of Retention Agents who provide needs‑based insurance product advice, engage clients in value-led conversations, and drive retention, optimisation and conversion outcomes, ensuring exceptional service delivery, compliance, operational efficiency and achievement of retention and quality targets.

To be responsible for campaign set‑up and execution, campaign performance reporting, recommending and optimising campaigns, and performing a QA function to uplift quality and client outcomes.

Education (Minimum)

  • National Certificate
  • Regulatory Exam for Representatives (RE5)

Education (Ideal or Preferred)

  • Regulatory Exam for Representatives (RE1)

Knowledge and Experience

Experience:

  • 3–5 years’ experience in client service, retention, or insurance within financial services
  • 1–2 years’ experience leading teams in a service‑through‑advice or retention‑focused environment
  • Proven experience in campaign set‑up, execution, and reporting
  • Demonstrated success in improving retention, conversion, quality, and client outcomes
  • Experience doing QA, coaching to quality, and performance uplift advantageous

. Knowledge:

  • Deep understanding of client interaction and relationship management practices.
  • Strong knowledge of Capitec systems, tools, and operational processes.
  • Deep Insurance product knowledge.
  • Conflict management and complaints resolution principles.
  • Consultative/needs‑based selling.
  • Client profiling, segmentation, and personalisation strategies.
  • Quality management and risk management principles.
  • Regulatory frameworks: NCA, CPA, POPIA, Conduct Standards."

Skills

  • Analytical Skills
  • Attention to Detail
  • Change Management Skills
  • Communications Skills
  • Interpersonal & Relationship management Skills
  • Problem solving skills
  • Project Management Skills (Methodolgy Specific)

Additional Information

  • Clear criminal and credit record

Capitec is committed to diversity and, where feasible, all appointments will support the achievement of our employment equity goals.