Executive - Customer Engagement (Agency)

Axis Max Life Insurance; Maharashtra; On-site; INR 300,000 - 420,000; Full time

Job summary

Axis Max Life Insurance in Pune is seeking an Executive for Operations Agency to manage digital calls, resolve queries, and support sales lead generation and conversions. The role emphasizes maintaining persistency, customer retention, and processing new business work in progress.

The candidate should have 2–3 years of Insurance experience, with at least 2 years in customer service/operations/finance, and must be able to work in a fast-paced environment with strong people skills and coordination.

Qualifications

• Must have a minimum of 2-3 years Insurance experience, with at least 2 years in customer service / operations / finance.

Responsibilities

• Handling Digital Calls and ensuring call quality audit process adherence.
• Query resolution and service request processing at Digital Calls.
• Support to Sales/Recruitment lead generation and conversion.
• Ensure 13M & 25M persistency collection.
• Retain customers for surrender/ECS/FLC/E2R.
• New Business WIP management.
• Ensure statutory compliance and branch risk rating.
• Participate in training and certification.

Skills

Customer service

Data management

Excel

Communication

Insurance

Job description

Career Opportunities

Position ExecutiveNo. Of Positions1

Department OperationsFunctionOperations Agency

Reporting to Manager (Cluster Officer)Band5

Location Pune GO1

Last date of submission

Key Responsibilities:

• Handling Digital Calls (Call Quality Audit Process Adherence)
• Query resolution and Service request processing at Digital Calls.
• Service to Sales/Recruitment lead Generation and Conversion.
• Ensuring 13M & 25M persistency collection.
• Retaining customer coming in for Surrender/ECS/FLC/E2R
• New Business WIP Management
• Statutory Compliance & Branch Risk Rating
• Training & Certification

• Measure of Success:
• 1. Total Duration for which the user was active (As per the OD’s)
• 2. No of calls attended by the User (As per the OD’s)
• 3. Average Call handling Time (As per the OD’s)
• 4. Time taken(lag) to pick up the call (As per the OD’s)
• 1. Ensuring timely and accurate resolution (Reduction in service grievance & CXO escalation)
• 2. Digital NPS/ Surrender NPS (As per the Goal Sheet)
• 3. POS decline Management (As per the Goal Sheet)
• 4. WIP Management
• 5. S2S/R Lead Generation and follow-up with Distribution till conversion
• 1. Monthly Calling on 13M & 25M Callable base assigned
• 2. Weekly follow-up with Distribution on Unpaid Cases (Non Contactable/Deferred/Refuse to pay Cases)
• 1. Surrender Retention both on value & Volume. (As per the Goal Sheet)
• 2. ECS Retention both on value & Volume. (As per the Goal Sheet)
• 3. Free-look retention Value (As per the Goal Sheet)
• 4. E2R Retention Volume. (As per the Goal Sheet)
• 1.WIP Management
• 2. P2A (Paid to Applied) (As per the Goal Sheet)
• 2. FTR (First Time Right) (As per the Goal Sheet)
• 3. E-Nach adoption(Online ECS Registration)
• 4. Agent engagement (NPS)
• Ensuring Statutory, Compliance and Grievances display in al the respecting mapped branches.
• Actively take part in training s and ensure clearing all the assigned assessments on stipulated time.

Desired qualifications and experience:

Must have a minimum of 2-3 years Insuranceexperience of which at least 2 yrs in customer service / operations / Finance.

vELIGIBILITY

Candidates who have a performance rating of G3V3 & have completed 18 months in the current role.

FOR LATERAL MOVEMENT, candidate should have completed at least 12 months in the current role & have a minimum performance rating of G3V3

Knowledge and skills required:

• Ability to work in a fast paced environment
• Strong people skills
• Good co-ordination skills
• Data management on Excel should be good
• Accounting Knowledge
• Customer Centric