Customer Retention Officer

Axis Max Life Insurance; Tamil Nadu; On-site; INR 360,000 - 480,000; Full time

Job summary

Axis Max Life Insurance in Coimbatore is seeking a Collections/Customer Retention professional in Operations. The role focuses on renewal collection, maintaining retention, and advising customers on options to continue insurance coverage.

You will engage customers face-to-face or by call, manage trackers, and work with the Manager-Collections to achieve targets. Graduation in any field and experience in insurance or customer service are preferred.

Qualifications

• Graduation in any stream with prior experience in insurance or customer services.
• Experience in renewal retention is an added advantage.
• Strong communication and process orientation required.

Responsibilities

• Own renewal collection and retention targets through customer calls and visits.
• Maintain and share daily customer trackers and review with Manager-Collections.
• Convince customers to renew premiums and continue policies, offering retention tools.
• Deposit collected cheques at branch within 24 hours of collection.
• Resolve customer queries and handle escalations with 100% resolution.
• Follow up on documents like Health Declaration Form and tele underwriting.

Skills

Pressure handling

Communication skills

Learning orientation

Process orientation

Own vehicle and smartphone

Education

Graduation in any stream

Experience in insurance or customer services

Job description

Job Description

PositionCRONo. of Positions1

Department

Customer Retention TeamFunctionOperations

Reporting to

Manager –CollectionsBand5

Location Coimbatore Last 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