Customer Retention Officer

Axis Max Life Insurance Limited; Gujarat; On-site; INR 300,000 - 480,000; Full time

Job summary

Axis Max Life Insurance Limited in Ahmedabad invites applications for the position of Customer Retention Officer/ AM Customer Retention Officer in the Customer Retention Team. The role reports to Manager –Collections and is part of the Operations function.

You will own renewal collections, maintain daily trackers, engage customers through calls or visits, and use retention tools to ensure policy continuations.

Qualifications

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

Responsibilities

• Renewal collection and intraday targets through calls or visits.
• Maintain and share daily customer trackers; review with Manager-Collections.
• Convince customers for renewal premium and policy continuation using retention tools.
• Ensure timely cheque deposit at branches within 24 hours.
• Handle customer escalations with 100% issue resolution.
• Follow up on health declaration forms, tele underwriting, and updated contact details.
• Drive retention through schemes like mode change, partial withdrawal, PUA surrender, or loan.

Skills

Communication skills

Customer service

Renewal retention

Field visits

Vehicle required

Smartphone required

Education

Graduation

Job description

Job Description

PositionCustomer Retention Officer/ AM Customer Retention Officer

No. of Positions1

Department

Customer Retention Team

Function

Operations

Reporting to

Manager –CollectionsBand5

Location

Ahmedabad-DSTLast date of submission

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

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