Role: Relationship Manager Operations- Renewal & Persistency Contact Center

Location: Navi Mumbai

Experience: 4+ yrs

Job Description:

Specific Responsibilities - Specialize in Product Pitches and Scenario based Case Studies

- Work on assigned Renewal portfolio by calling customers over Telephone line, Video Calling and WhatsApp.

- Explain the benefits both in terms of gain and loss if policy continues/discontinues.

- Convince customer to pay via online mode, visit branch or setup an appointment.

- Meet the Daily expected Targets on Renewals (Due vs Collection)

- Maintain a high standard in conversation and quality of calls.

- Achieve daily KPIs on Spoken ratio, Promise to Pay and Follow-up.

- Enrich customer interactions through continuous training & upskilling.

- Generate leads for new business opportunity from interested customers.

- Innovative ways to product positioning and reimagining the customer engagement process for proactively arresting lapsation (including digital communications)

- Customer centric and deliver High Net Promoter Score

- Provide information on procuring funds from alternate options/ sources available with banks/institutions,

- Get rewarded basis portfolios performance on Persistency, Renewals, S2S and S2R leads.

- High Value Premium Customer and Advisor Management

Key Performance Indicators :

- Spoken ratio & PTP generation and due conversion.

- Actual vs Expected Renewal ratio.

- Data Enrichment & Service

- Lead Generation

Key Inter-relationships

Internal - Operations Branch & Field Teams

- Distribution team

- Inbound Contact Centers & Policy Service Team

- Training Team

- HO support Team

- External Customer & Advisor

Qualification : Graduate/MBA

Technical Competencies :

- Knowledge of Life Insurance Business and Operational processes

- Contact Center Experience in Relationship Management

- Experience in Traditional Plans preferable

- Proficient in CRM, Ms Excel, Word and Email Management

Behavioural Competencies :

- Communication Skills - Written & Spoken English/Hindi and Regional Language

- Process Driven & Customer Centric

- High degree of comfort with continuous change

Experience

- 5 - 6 years of Experience in BFSI Industry

- Preferred Life Insurance

- Experience in Portfolio Management/ Cross Sell as it would be a right match with our domain/circumstances.

- Experience in enhancing the existing relationship with customers at time of renewals/Earlier, digital adoption for future premium payments at ease.