Customer Retention Officer

Job Responsibilities:

Collection

Sole responsibility of targets basis allocated base on:

I. Renewal collection and persistency targets through customer calling or physical visits to customer residences with prior appointment

II. Ensure maintenance and sharing of daily customers trackers and conversion thereof, including review with Manager-Collections

III. 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.

IV. Timely depositing the cheque at the nearest MLI branch/ bank branch within 24 hours of the cheque collection

V. 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

VI. 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

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