Customer Retention Specialist
City Of Makati, Ncr-Fourth District
• Conduct Outbound Call on
- Retention & collection
About to Lapse/Overdue call
Premium holiday prevention (active premium holiday)
Surrender conservation
- Policy recovery
Reinstatement
Resumption of premium (passive premium holiday)
• Rebuild customer relationship by conducting outbound calls
• Promote various payment channel and encourage change in payment method auto debit (credit card or bank account)
• Assist customers in policy change transactions
• Promote Self-Service channels (whenever applicable)
• Solicit feedback to promote customer experience improvement
• Provide extra mile actions to provide delightful customer experience whenever possible
• Ensure that contact information is updated
• Generate Renewal Premiums thru effective implementation of campaigns
• Provide regular feedback/updates to In-force
• management on success ratio and challenges
Qualifications
College graduate
Any 4-year course; preferably a Business Degree
• Minimum of 2year experience in a Customer Service function –life insurance particularly retention
• Exposure in the Banking/Insurance Industry is a plus
• Has experience using multiple/non-traditional channels in customer servicing (chat, new media)