Customer Retention Officer/ AM Customer Retention Officer
No. of Positions
100
Department
Customer Retention Team
Function
Operations
Reporting to
Manager –Collections
Band
5
Location
Last date of submission
Key Responsibilities
Collections
Sole responsibility of targets basis allocated base on:
Renewal collection and persistency targets through customer calling or physical visits to customer residences with prior appointment
Ensure maintenance and sharing of daily customers’ trackers and conversion thereof, including review with Manager-Collections
Convince customers and get renewal premium and policy continuation to continue insurance and giving retention tools like mode change/Partial withdrawal/PUA surrender/Loan etc.
Timely depositing the cheque at the nearest MLI branch/ bank branch within 24 hours of the cheque collection
Effectively handling customer escalations, 100% resolution of customer queries & concerns including tracking of service requests raised, providing clarity to required customers on special revival scheme, change in term, short premium bucket to resolve financial constraint and retain customers
Ensuring follow up on critical document like Health Declaration Form / tele underwriting/home visits medical/ ECS Mandate/ complaint letters on silent grief and obtaining new contact details getting update through branch operations
Measure of Success :
100% completion of assigned activities by 7th of every month
Completing daily face to face meetings as per goal sheet
Driving Top 30 high value cases with 100% meeting
Providing 100% resolution to customer's query
!00% Tracking and timely closure of service request if logged for any of the allocated customers
Maximizing positive portfolio (Promise to Pay) by providing right advice to customers to continue insurance and giving retention tools like mode change/Partial withdrawal/PUA surrender/Loan
Driving Special revival scheme and change in term to resolve financial constraint
By ensuring 100% meetings on silent grief cases
Collecting written grievance from the customer and getting it logged in system
Percentage of customer retention from allocated base surrendering the polices by explaining insurance benefits, ulip retention tools, switching, long term growth, comparison with other financial products
Conversion of non ECS base to E-NACH/ECS by explaining benefits of continuing policy on E-Nach/ ECS for huddle free payment
Ensuring collection and registration along with necessary documents of auto pay mandates from customers on non auto pay
Desired qualification and experience
Graduation in any stream with prior experience in insurance, customer services profile. Prior experience in renewal retention team is an added advantage
Knowledge and skills required
Ability to handle pressure and work in a competitive environment. Open to learning, Very High Process orientation , Effective communication skills. Should have a personal vehicle and smart phone
Job Description
Position
Customer Retention Officer/ AM Customer Retention Officer
No. of Positions
100
Department
Customer Retention Team
Function
Operations
Reporting to
Manager –Collections
Band
5
Location
Last date of submission
Key Responsibilities
Collections
Sole responsibility of targets basis allocated base on:
Renewal collection and persistency targets through customer calling or physical visits to customer residences with prior appointment
Ensure maintenance and sharing of daily customers’ trackers and conversion thereof, including review with Manager-Collections
Convince customers and get renewal premium and policy continuation to continue insurance and giving retention tools like mode change/Partial withdrawal/PUA surrender/Loan etc.
Timely depositing the cheque at the nearest MLI branch/ bank branch within 24 hours of the cheque collection
Effectively handling customer escalations, 100% resolution of customer queries & concerns including tracking of service requests raised, providing clarity to required customers on special revival scheme, change in term, short premium bucket to resolve financial constraint and retain customers
Ensuring follow up on critical document like Health Declaration Form / tele underwriting/home visits medical/ ECS Mandate/ complaint letters on silent grief and obtaining new contact details getting update through branch operations
Measure of Success :
100% completion of assigned activities by 7th of every month
Completing daily face to face meetings as per goal sheet
Driving Top 30 high value cases with 100% meeting
Providing 100% resolution to customer's query
!00% Tracking and timely closure of service request if logged for any of the allocated customers
Maximizing positive portfolio (Promise to Pay) by providing right advice to customers to continue insurance and giving retention tools like mode change/Partial withdrawal/PUA surrender/Loan
Driving Special revival scheme and change in term to resolve financial constraint
By ensuring 100% meetings on silent grief cases
Collecting written grievance from the customer and getting it logged in system
Percentage of customer retention from allocated base surrendering the polices by explaining insurance benefits, ulip retention tools, switching, long term growth, comparison with other financial products
Conversion of non ECS base to E-NACH/ECS by explaining benefits of continuing policy on E-Nach/ ECS for huddle free payment
Ensuring collection and registration along with necessary documents of auto pay mandates from customers on non auto pay
Desired qualification and experience
Graduation in any stream with prior experience in insurance, customer services profile. Prior experience in renewal retention team is an added advantage
Knowledge and skills required
Ability to handle pressure and work in a competitive environment. Open to learning, Very High Process orientation , Effective communication skills. Should have a personal vehicle and smart phone
