Customer Retention Officer

Axis Max Life Insurance; Coimbatore District; On-site; INR 250,000 - 400,000; Full time

Job summary

Axis Max Life Insurance seeks a Renewal and Retention Officer in Coimbatore to drive renewal collections and persistency. The role involves proactive customer outreach, on-site visits, and using retention tools to retain policyholders.

The candidate should have 1 year of life insurance experience, a graduation degree, and strong communication skills. A personal vehicle and smartphone are required to perform field activities efficiently.

Qualifications

• Must have a personal vehicle and smartphone.
• Minimum 1 year of experience in life insurance.
• Prior renewal retention experience is an added advantage.
• Good communication skills.

Responsibilities

• Renewal collection and persistency targets through calls or visits.
• Maintain and share daily customer trackers and convert leads.
• Convince customers to renew and use retention tools (mode change, partial withdrawal, etc.).
• Deposit cheques within 24 hours at branch or bank.
• Handle customer escalations and ensure 100% resolution.
• Follow up on essential documents and obtain updated contact details.

Skills

Personal vehicle

Smartphone

Communication skills

Pressure handling

Process orientation

Education

Graduation (Any field)

Job description

Key Responsibilities

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

Desired qualifications and experience

• Should have a personal vehicle and smart phone
• Minimum 1 Year of experience in Life insurance domain.
• Minimum qualification : Graduation (Any field)
• Prior experience in renewal retention team is an added advantage
• Good Communication Skill.
• Ability to handle pressure and work in a competitive environment. Open to learning, Very High Process orientation, Effective communication skills.