Customer Retention Officer

Axis Max Life Insurance; Delhi; On-site; INR 300,000 - 500,000; Full time

Job summary

Axis Max Life Insurance is seeking candidates for a role focused on customer renewal collection. Responsibilities include ensuring timely collection, maintaining customer trackers, and resolving customer escalations.

The ideal candidate should hold a degree and have prior experience in insurance or customer service, with a preference for those who have worked in renewal retention teams.

Qualifications

• Graduation in any stream.
• Prior experience in insurance, customer services profile.
• Experience in renewal retention team is an added advantage.

Responsibilities

• Renewal collection through customer calls or visits.
• Maintain daily customer trackers and review with Manager.
• Convince customers for renewal premiums.
• Timely deposit of cheques.
• Handle customer escalations and queries.
• Follow up on critical documents.

Education

Graduation in any stream

Job description

Role & responsibilities

• Renewal collection and persistency 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

Preferred candidate profile

Graduation in any stream with prior experience in insurance, customer services profile. Prior experience in renewal retention team is an added advantage