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  • GI Policy Retention Assistant at Old Mutual Plc

  • Posted on: 5 September, 2019 Deadline: 11 September, 2019
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  • Old Mutual Nigeria consists of a Life Assurance and General Insurance business and provides a wide spectrum of insurance solutions tailored to meet unique individual and corporate clients' circumstances.

    We are recruiting to fill the position below:

    GI Policy Retention Assistant


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


    • 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

    • 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)

    Method of Application

    Use the link(s) below to apply on company website.

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