GI Policy Retention Assistant at Old Mutual Plc

Ref: 1327/NIGE/EU/GI Policy Retention Assistant (Contract)/Nigeria/020919

Introduction

• This role is individually accountable for conducting variety of client interactions (telephone, electronic or face to face) with regards to Policy Renewal, in accordance with business, process and compliance guidelines.
• This role is accountable for all client policy renewals and retention efforts especially in the General Insurance Retail Mass Market Cluster.

Job Specification
Descriptor:

• Provides telephonic, electronic and face-to-face policy renewal assistance to customers and other intermediaries.
• Handle customer objections swiftly and appropriately to ensure maximum retention of all policies due for renewal

Key Result Areas
Monitoring Policy Retention:

• Conduct daily follow up on policies not renewed within the renewal period
• Provide interventions and options to customer in view of any policy cancellations requests in order to reduce the number of policy drop-offs
• Manage, track and monitor Inactive / lapsed policy data for specified retention activity on a daily basis
• With every customer interaction, stimulate further interest in the company's services by inviting customers to use all our services and products offering.
• Seek referrals from satisfied customers, capture and communicate the leads to appropriate sales channel for follow-up and closing
• Notifying customers of alternative payment channels to promote the recovery of renewal premiums
• Notify Customers of loyalty rewards and Promo’s currently available for reviving policies
• Regain the trust of inactive policy holders with the intention to reactivate policies due for renewal
• Provide weekly reports on renewal activities – i.e. tracking & recoveries completed
• Capture and share relevant data for sales teams on daily lapsed renewal status
• Follow-up on emailers and SMS campaigns for un-renewed policies

Stakeholder Management:

• Relationship building - Initiates, maintains and manages relationships with third parties in relation to policy retention
• Timely resolution of customer complaints resulting from lapsed renewals and/ or  cancellations
• Providing top level customer service

Qualifications and Experience

• A first degree or its equivalent
• Excellent communication skills (verbal and written)
• Interpersonal and time management skills
• Knowledge of General Insurance products and some understanding of policy processing and terminologies is a major plus.
• Good knowledge of MS packages (Especially MS Word, MS Excel and Outlook)