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

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

Max Life Insurance