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Tavia Clements


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Tavia Clements

Retention Manager at FNB South Africa

Professional details

Current Position(s)

Retention Manager | FNB South Africa
2012 - present

Accounting, Banking and Finance

Assist with the implementation of the Retention team and strategy
Assist with formulating KPI’s and business processes for the team. Responsible for business intelligence regarding cancellation.
Retain clients; negotiate discounts, rates, terms with the insurer.
Build relationships with the insurers. Assist staff identify training requirements

Previous Position(s)

Senior Broker | FNB
2009 - 2012

Accounting, Banking and Finance

Assist with the implementation of a new service strategy headed up one of the first two teams which in 6 months grew in to 13 teams.
Part of the task group which implemented a new system at FNB INB

Customer Service Daily service of clients, including introduction, renewal discussions, re-broke discussions, negotiating with the underwriters, query resolution and cancellations.

Administration: Process all requested endorsements relating to the policy such as adding, deleting, increasing, decreasing or cancellation of risks. Ensure debtor’s age analysis remains below 2% outstanding on annual policies.

Claims: Register and monitor progress of submitted claims on behalf of the client, including queries raised by clients.

Ensure superior service is given to all customers (internal and external) and deal with queries from customers on a daily basis.

Key Responsibilities; Customer retention; Renewal discussion; Age analysis; weekly monitoring; Up-selling on existing customers; Live company values; Deliver and maintain unequalled service proposition to all clients; Strictly adhere to underwriting criteria
Key Performance Measures: Attrition level at 10%;Outstanding Customer Service Level - CSI 90%.Monthly renewals processed by 15th and annuals by 20th of each month 5.;Audit result of 80% to be achieved; Age analysis of minimum of 5%;Portfolio profitability to be achieved as set out for the team;With regards to the IT system, attending JAD sessions and facilitating change requests.

High Net Worth Broker | FNB South Africa
2004 - 2009

Accounting, Banking and Finance

Sourcing New Business from FNB Private Clients and RMB Private bank and other sources
Manage client’s portfolio
Endorse policies
Negotiate terms, rates and conditions directly with the insurer
Insure all outstanding premiums are collected
Build and maintain relationship with clients and insurers
Up-selling to existing policies
Cross-selling to the commercial portfolio
Achieved new business target of R 420 000.00 GAB (Gross Annual Brokerage) for two years.
Built and maintained strong relationship with FNB Private Clients
Provide assistance and advice to customers at branch level
Ability to identify and pursue new business opportunities
Initiate and implement revenue generating activities (obtain referrals, cross-selling of value- adds and new products)

Educational history


Milpark Business School

2012 - 2013

Higher Certificate in Insurance

Krugersdorp Highschool

1994 - 1998


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