Client Retention Administrator

Deposita South Africa a leading cash & payment solutions company, has a vacancy for a Client Retention Administrator to join our team at our Office in Midrand, Gauteng . Our globally-implemented cash management, payment, e-payment, and self-service technologies reduce the risks associated with handling money business.

At Deposita, we pride ourselves on being Agile, Reliable, Innovative, Caring, and committed to Teamwork, Safety, and Integrity . We are seeking a self-starter with a proven track record in maintaining company policy, adopting best practices, and exercising sound judgment. The successful incumbent will be expected to be results-driven and to live these values daily.

Main Purpose of Position

The Client Retention Administrator delivers comprehensive administrative support to the retention and business development teams to strengthen client relationships and drive retention. The role ensures service level targets are met, contract and client documentation (including renewals, addendums, FICA, quotations, and proposals) are accurately executed, and customers are informed of Deposita’s full service offerings.

Key Performance Areas

Strategic Focus & Renewal Administration

• Ensure customer services plans and customer renewal strategies are updated, maintained, and implemented.
• Ensure compliance with SATMETRIX and Risk 360 requirements.
• Support the department target of maintaining a 97% customer retention rate.
• Flag renewal risks and expansion opportunities to management and Business Development Executives (BDEs).
• Update and track the PI Tracker, addendum logs, and renewal playbooks, ensuring proper follow-up with BDEs and customers.

Commercial Excellence & Office Administration

• Drive targeted quarterly communication campaigns aimed at renewal and expansion customers.
• Prepare, compile, and check quotations, contract suites, FICA documentation, addendums, and tender documentation accurately prior to processing to relevant departments.
• Scan all contract suites, addendums, and compliance documents to the shared Google Drive and update the Sales Admin folder.
• Maintain and update daily sales trackers, customer renewal logs, corporate visit schedules, and event calendars.
• Process BDE expense claims, commission preparation and execution, and stationery orders.
• Assist in preparing for on-site and off-site customer demos and trade shows.
• Follow up on open, escalated, or new client tickets and customer queries in a timely manner.
• Maintain positive, professional relationships with channel partners, BDEs, and internal stakeholders.

Technology Innovation & Reporting

• Check Salesforce reports, statistics, and pipeline metrics, communicating key insights to BDEs and retention teams weekly.
• Prioritize feature roadmap insights according to customer needs and maintain renewal / termination playbooks.
• Communicate value-added services, system enhancements, and new innovations to renewal and termination customers quarterly.
• Maintain and update sales forecasts, SOPs, and departmental policies in collaboration with management.

Operating Model & Data Analytics

• Ensure proper departmental data administration regarding renewals and terminations to improve forecast accuracy.
• Monitor and adhere to KPIs for customer response times and administrative turnaround.
• Help identify key renewal and termination trends for monthly Executive Committee (Exco) reporting.

Health and Safety

• Participate in the design/ development/ review/ implementation and monitoring of the departmental safety plans for each year
• Participate in safety forums created by the company for example safety meetings and safety talks
• Report all safety incidents to the relevant people
• Discuss all safety incidents
• Follow-up on any activities assigned through safety meeting/committee/representative/management
• Attend safety education and refresher programs
• Comply with safety policies and procedures at the workplace

Information Security

• Comply with all Information Security policies, procedures, and training requirements.
• Immediately report any suspected or confirmed information security incidents.
• Protect company data and confidential information from unauthorised access or disclosure.
• Use company systems, email, and devices responsibly, avoiding suspicious links or unauthorised software.
• Adhere to secure document handling, storage, and disposal practices at all times.

Ideal Candidate

Qualifications & Experience

• Grade 12 / Matric Equivalent
• Relevant Tertiary Qualification in Sales, Administration, Customer Services preferred.
• Minimum 2 to 3 years of experience in Customer Retention or Sales Administration roles.
• FinTech, cash services, or similar industry experience is highly advantageous.

Skills and Attributes

• Computer Literacy (Google Workspace & MS Office)
• Excellent Communication (written and verbal)
• Excellent customer relations skills
• Very organized and detail oriented
• Demonstrates high levels of patience and resilience
• Understand and evaluate data quickly
• Understanding the organizational environment
• Understanding and delivering the organization’s goals and objectives
• Supporting and working with others
• Dealing with complexity and ever-changing circumstances
• Delivering great customer service
• Sharing and cooperating

Package Description

Remuneration and benefits will be commensurate with the seniority of the role and in compliance with company remuneration policy and practice.

We welcome applications from all suitably qualified candidates, but South African citizens will have a distinct advantage.