Customer Retention Representative

ICICI Lombard; Navi Mumbai; On-site; INR 350,000 - 500,000; Full time

Job summary

ICICI Lombard is seeking professionals in Navi Mumbai for outbound calling and renewals with existing motor, health, or corporate policies. You will contact policyholders before expiry to present renewal offers and ensure timely premium payments.

You will handle objections by explaining policy features, coverage add-ons, and benefits to minimize churn, while maintaining CRM records and pursuing cross-sell opportunities to grow renewal revenue.

Qualifications

• Experience in outbound calling and renewals within insurance or financial services.
• Ability to handle objections, price concerns, and explain policy features clearly.
• Proven track record of meeting or exceeding daily/weekly/monthly targets.

Responsibilities

• Make outbound calls to policyholders before expiry to secure renewals and timely payments.
• Address grievances and explain coverage options to minimize churn.
• Maintain accurate CRM notes on interactions, payments, and follow-ups.
• Aim to meet or exceed defined retention, persistency, and renewal revenue KPIs.
• Cross-sell relevant add-ons when appropriate to boost value.

Skills

Outbound calling

Renewals

Customer service

CRM data entry

Cross-selling

Communication

Tools

CRM Dialer

Job description

This job is provided by apna.co Outbound Calling & Renewals: Contact existing motor, health, or corporate insurance policyholders prior to expiry to pitch renewal offers and secure timely premium payments.

Objection Handling: Address customer grievances, pricing complaints, or premium hikes by explaining policy features, coverage add-ons, and benefits to minimize customer churn.

Target Achievement: Consistently meet daily, weekly, and monthly Key Performance Indicators (KPIs) regarding retention percentages, persistency, and overall renewal revenue.

Relationship Management: Build long-term trust with clients by serving as a main point of contact for their insurance queries, documentation updates, and claims coordination.

CRM Data Management: Accurately update customer interaction history, contact details, payment statuses, and follow-up schedules in internal CRM dialer databases.

Cross-Selling: Identify opportunities during interactions to pitch additional relevant products (e.g., cross-selling health add-ons to a motor customer)

Contact Hr Geetanjali- 9324164944

Mail ID- [e-mail]