Customer Retention Executive – Life Insurance

From 2 to 7 year(s) of experience
₹ Not Disclosed by Recruiter

Job Description

Roles and Responsibilities

Customer Service & Retention (Operations)

Role Purpose

The jobholder will be responsible for making outbound call for renewal chasing/customer retention and associated activities.

Operational and Performance Management

Ensuring 100% call attempts to the assigned data for renewal chasing. Setting and meeting performance targets for collection of renewals and revival of lapsed policies to achieve high level of Persistency for the organization.

Ensuring renewal collection in HNI segment is above 80% in the region laboring through persistency coordinators, sales and channel management.

Facilitate continuous process improvement initiatives to ensure superior customer service.

Review and facilitation of conversion and closure of all Dishonored/ Unregistered Standing Instruction mandates on regular basis.

CuRelationship Managementstomers / Stakeholders

Liaising with different customers/stakeholders/sales

Periodic review sessions with ISMs on collectable cases.

Involve LBS where ever the customer has policy related queries.

Involve Loan Officer where ever the customer is non-contactable or sites insufficient funds as the reason for not being able to release payment towards insurance premium.

Organizing Service Camps to connect with customers.

Generate NB leads during Service Camps.

Providing subsidiary activities and assistance in closure of all allied Customer Service and Policy Serving requests.

Develop best practices and tools for higher renewal collection.

Document and report customer feedback through behavioral study.

To assist in facilitating audit for Persistency related activates at Hub.

Regular monitoring of renewals on all stages- viz., Premium Paying / Overdue / Lapsed / Revival.

All cheques to be receipted within TAT defined in SOP.

Relationship Management

Involving Persistency ZM & Sales RSMs on selected uncollected cases of the region seeking their intervention to drive renewals.

Sensitize Branch Manager & LBS on the potential auto-termination cases on monthly basis.

Drive focus on top-20 uncollected policies of the region through calling activity from Branch/Banca.

Visit Important Branches, Regional Offices & Zonal Offices of HSBC, Canara Bank and OBC.

Building Healthy relationships with all RM’s/ SP’s of mapped locations.

Liaison with Branch Manager and SP’s to ensure closure of cases.

Minimum 3 fresh Bank Branch visits on a weekly basis and submission of Business report with Supervisor.

Attending all Hub and Sales related meeting and promoting awareness on Persistency and highlighting new developments on all platforms.

Create awareness in Branches on renewals through PAB.

Help ISM achieve SFM score (on Persistency).

Educate ISM on objection handling and surrender retention.

Drive high performance culture through strong leadership and effective people management.

Effectively Laisoning and coordinating with all departments

Operational Effectiveness & Control

Quality Measures

Risk Controls

Ensure call quality through customer centric skill set and attain higher customer retention with 0% fatal error.

Zero Audit Issues.

Zero behavioural issues.

Role:Operations Manager

Salary: Not Disclosed by Recruiter


Functional Area:Customer Success, Service & Operations

Role Category:Operations

Employment Type:Full Time, Permanent


UG:Any Graduate

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Recruiter Name:Archana