Assistant Manager - Customer Retention
Location
Gwalior | India
Job description
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
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
Job tags
Salary
