Website:
axismaxlife.com
Job details:
Job DescriptionJob TitleCustomer Retention Officer
LocationGuwahati – GO2
DepartmentOperations
FunctionCustomer Retention Team
Reporting toManager –Collections
Band5
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
About Axis Max Life Insurance
Axis Max Life Insurance Limited, formerly known as Max Life Insurance Company Ltd., is a Joint Venture between Max Financial Services Limited (“MFSL”) and Axis Bank Limited. Axis Max Life Insurance offers comprehensive protection and long-term savings life insurance solutions through its multi-channel distribution, including agency and third-party distribution partners. It has built its operations over two decades through a need-based sales process, a customer-centric approach to engagement and service delivery and trained human capital. As per the annual audited financials for FY2023-24, Axis Max Life Insurance has achieved a gross written premium of INR 29,529 Cr. For more information, please visit the company website at www.maxlifeinsurance.com.
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