Customer Retention Manager - Renewals Collections/Persistency - Insurance

The purpose of this role is to lead and drive renewals in order to generate revenue through customer retention. This job requires a self-motivated individual with strong traction & renewal chasing skills.

While retaining customer, role holder to follow the organization's philosophy/ mantra of Suno Samjho Suljhao through proper mix of people, process and technology. The candidate needs to work closely with all stakeholders and develop a strong rapport especially with sales team. The role holder is expected not only to drive the customer renewals but also needs to bring awareness of persistency.

- Rigorous follow-up and strong monitoring of renewals on all stages e.g. Premium Paying (Due)/ Overdue/ Lapse/ Revival etc.

- Strong communication and interpersonal skills to ensure timely resolution of customer queries (Internal and external) and built healthy work relations.

- Attending to all operations/ sales related meeting and promote awareness on Persistency/ highlighting new developments on all platforms

- Manage renewals & persistency by liaison and partnering with stakeholders across all levels.

- Driving SAMPARK activity in field (with the help of ROMs) in order to counter non-contactibilty as well as gauge feedback of negative customers

- Run various renewal campaigns and R&R programs at local and PAN India level to drive collections on regular intervals

- To ensure high monthly collection based on the targets assigned on monthly and quarterly basis along with providing superior customer services

- Maximum numbers of customers to be contacted with-in the given TAT thru voice calls and SMS- s/ E-mails (wherever applicable) etc.

- To ensure that calling happen with-in TAT and required conversion as well. Calling to be done basis customer feedback e.g. follow-up, call back, PTP and Strong PTP etc to be done religiously.

- Regular visits to clients to make them understand the policy features and renewal collection.

- Review and facilitation of conversion and assistance in closure of al dishonored renewal instrument and SI/ ECS on regular basis

- Create and Publish daily/ weekly/ monthly MIS on renewal collection progress. These reports to be published on business requirement and management decision.

- Strong liaison to be maintained with local sales team e.g PFA, DM, BH, RH etc. to ensure timely closure of pending renewal cases and trace non-contactable customers.

Job Requirements

Graduate / MBA from a premier institute

8-12 Years of work experience and more than 4-5 years of experience in renewals collections/ persistency

- Should have knowledge and understanding of basic regulatory requirements and how to meet these on day to day basis.

- Experience of managing customer service/ renewals in any Life Insurance company

- Good communication and articulation skills

- Interpersonal Skill

- Team Management

- Analytics & an Eye for detail