About this role

Field Agents X20 Pretoria

INTRODUCTION
Icebolethu Group is an Authorised Financial Service Provider FSP45714 and a Level 1 BBBEE Contributor is South Africa's second largest Funeral Assurance Group. It is also a Winner of the Standard Bank KZN - Top Brand award for 2022, a centre of excellence and a leading provider of dignified burial solutions.
Icebolethu Group is currently in search of vibrant Field Agents in Pretoria who will facilitate bringing in new business through cold-calling sales of Icebolethu products. The incumbent should possess but no limited to the following.
Job Profile: Field Agent
Position Details
Job Title: Field Agent
Department: FSP
Reports To: Branch Supervisor
Location: As per contract
Employment Type: Full-time

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.

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

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
Hiring organization
Job Location
Date posted
November 6, 2026

Field Agent