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Customer Retention Officer A leading life insurance

1.00 to 6.00 Years   Gurugram   21 Nov, 2022
MITRAM MANPOWER SOLUTION PRIVATE LIMITED
Job LocationGurugram
EducationNot Mentioned
SalaryRs 1.0 - 4.0 Lakh/Yr
IndustryInsurance
Functional AreaBack Office Operations
EmploymentTypeFull-time

Job Description

    Key ResponsibilitiesCollectionsSole responsibility of targets basis allocated base on:I. Renewal collection and persistency targets through 100% customer calling on assigned base (book for renewal collections)and physical visits to customer residences with prior appointment. Closing work with Branch head and engage them to ensure collection plan achievementII. Ensure 100% customer calling and visit feedback on mPower. Maintain of required trackers for review.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 collectionV. 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 customersVI. 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 operationsMeasure of Success :100% completion of assigned bookby 7th of every monthCompleting daily face to face meetings as per goal sheetDriving Top 30 high valuecases with 100% meeting100% customer interaction feedback updation in mPowerProviding 100% resolution to customers query!00% Tracking and timely closure of service request if logged for any of the allocated customersMaximizing 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/LoanDriving Special revival scheme and change in term to resolve financial constraintBy ensuring 100% meetings on silent grief casesCollecting written grievance from the customer and getting it logged in systemPercentage of customer retention from allocated base surrendering the polices by explaining insurance benefits, ulip retention tools, switching, long term growth, comparison with other financial productsConversion of non ECS base to E-NACH/ECS by explaining benefits of continuing policy on E-Nach/ ECS for huddle free paymentEnsuring collection and registration along with necessary documents of auto pay mandates from customers on non auto payDesired qualification and experienceGraduation in any stream with prior experience in insurance, retention and upselling profile. Prior experience in renewal/collections is an added advantageKnowledge and skills requiredAbility 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

Keyskills :
customer callingretentionrenewal

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