POLICY RETENTION ASSISTANT
Old Mutual Nigeria
Nigeria, 1
5d ago
source : PNet

Key Focus This role is individually accountable for assisting a variety of clients telephonically, electronically or face to face, in accordance with business, process and compliance rules.

This role is accountable for all client retention efforts within the Retail Mass Market Cluster.

Descriptor · Provides telephonic, electronic and face-to-face service to customers and intermediaries.

  • Make calls to Customers informing them about the status of their RMM policies and renewable policies according to the standard operating procedure.
  • Handles customer objections swiftly and appropriately ensuring maximum retention at all times.

    Assists other team members when necessary (i.e.

    following up to close a renewal or sales leads). · Some technical knowledge required on GI and Life products together with knowledge of the processes involved.

  • Performs any other function assigned by Line Manager.
  • Key result areas : Business Retention Monitoring .

    Where possible, create further interest in the company's services by inviting customers to use all services and take up products offered.

    Seek referrals from satisfied customers and direct same to the appropriate sales channel for follow-up and closing.

  • Conduct a daily review of the status of existing policies to ensure retention of customers.
  • Building new retention capabilities · Reduce policy cancellations / surrenders by proffering alternative solutions to Customers who intend to surrender or cancel their policies.

  • Timely resolve Customer Complaints resulting from policy renewals, cancellations or surrender.
  • Contribute ideas for the improvement of standards and services.

    Integration Escalate and Redirect complex and technical issues to the Unit head or team leads.

    Client retention Activities · Engage with Customers on cancellation / surrender requests to gain insight to the reasons for their request.

  • Follow-through with all failed payments by contacting customers through all the approved available communication channels.
  • Provide data feedback to all sales teams on premium collection status.
  • Provide a high level of personalized Customer service experience to all Customers.

  • Update all daily interactions with customers on the Renewal / RMM policy retention spreadsheet.
  • Update the Renewal / Policy retention database with changes and status of each customer.

    Daily track policy renewals.

    Stakeholder management · Relationship building - Initiates, maintains and manages relationships with third parties in relation to client retention Reporting · Provide weekly reports for policy status trends on OIPA and TIA.

    Experience & Skills · Bachelor's degree (as a minimum).

  • Minimum of 2 years in a Customer Service role.
  • Insurance industry experience.
  • Knowledge of Life Insurance & General Insurance products.
  • I.T proficiency (good knowledge of MS packages - Word, Excel, PowerPoint).
  • Very good communication skills (verbal and written).
  • Must have a passion for Sales / Customer service.
  • Very good Excel skills will be an added advantage.
  • Experience & Skills · Bachelor's degree (as a minimum).

  • Minimum of 2 years in a Customer Service role.
  • Insurance industry experience.
  • Knowledge of Life Insurance & General Insurance products.
  • I.T proficiency (good knowledge of MS packages - Word, Excel, PowerPoint).
  • Very good communication skills (verbal and written).
  • Must have a passion for Sales / Customer service.
  • Very good Excel skills will be an added advantage.
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