Customer Retention Officer

Axis Max Life Insurance; Delhi; On-site; INR 600,000 - 850,000; Full time

Job summary

Axis Max Life Insurance, Delhi, is seeking a Customer Retention Officer in the Customer Retention Team to drive renewal collections and boost policy persistency through direct customer interactions and visits.

The role involves maintaining trackers, leveraging retention tools like mode changes or policy continuations, timely cheque deposits, and handling escalations to achieve 100% query resolution.

Qualifications

• Graduation in any stream with insurance/customer services exposure.
• Prior renewal retention experience is an added advantage.
• Willingness to visit customers at their residences.

Responsibilities

• Renewal collection and persistency targets through calls or visits.
• Maintain and share daily customer trackers; review with Manager-Collections.
• Convince customers to renew and continue policy using retention tools.
• Deposit cheques at branches within 24 hours.
• Handle customer escalations; provide 100% resolution.
• Follow up on Health Declaration Form / tele underwriting / ECS mandate and update contact details.
• Arrange auto-pay mandates and registration from customers on non-auto pay.

Skills

Renewal retention

Communication skills

Pressure handling

Personal vehicle & smartphone

Education

Graduation in any stream

Job description

PositionCustomer Retention OfficerNo. of Positions1

Department

Customer Retention TeamFunctionOperations

Reporting to

Manager –CollectionsBand5

Location

Delhi 1Last date of submission

Job Description

Key Responsibilities

Collections

• 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


• Ensuring collection and registration along with necessary documents of auto pay mandates from customers on non auto pay

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