Customer Life Cycle Claims and Renewal Support at Heirs Insurance Ltd

The Customer Life Cycle Claims and Renewal Support role shall be responsible for providing assistance to a variety of clients telephonically, electronically, or face to face following business, processes, and compliance rules; accountable for all Client Retention efforts, policy renewal engagement , claims and policy liquidation processing within the Retail Mass Market Cluster of the Company.

Responsibilitie(s):

• Assist customers with their claims processing by ensuring that valid claims are paid timely within 24hours after EDV.
• Provide advisory services and guide customers requesting for policy liquidation with the intention to keep their policies active.
• Seek referrals from satisfied customers and channel the same to the telesales team for conversion.
• Conduct a daily Customer Relationship Management (CRM) activity on existing policies by tracking failed premium collection and contacting Customers based on the reason for the failed collection.
• Create retention campaigns to recover missed premiums and reduce lapsed / churn data
• Call customers with failed bank mandates or premium collection issues to guide them on the alternative platforms available to make payments.
• Timely resolve customer complaints resulting from policy renewals, service failures, cancellations, or surrender.
• Contribute ideas for the improvements to operational service standards.
• Collaborate with the relevant workstreams to retain existing customers, and revive lapsed policies.
• Escalate and redirect complex and technical issues to the Life Cycle Team Lead .
• Share insights on reoccurring customer behaviours or trends.
• To grow the VOC of customer responses on NPS and CES, frequently keep in touch with customers and encourage them to give feedback regarding their renewals and claims experience.
• Guide customers on the digital self-service platforms available to renew their policies, pay missed payment or make a fast claim.
• Make a constructive effort to reduce policy cancellations and surrender by 80%
• Provide a high level of personalised Customer service experience with all Customers (Internal and external)
• Update all daily interactions of customers on the fresh desk workflow system.
• Manage and Update customer data regularly to know the status of each customer for retention and persistency tracking.
• Relationship building: Initiate, maintain and manage relationships with third parties concerning client retention.
• Create relationships with partners to drive customer retention benefits.
• Provide weekly/monthly/quarterly/annual reports for policy status trend. Indicate the active, inactive, lapsed, customer numbers, policy count, and cancelled policies, stating reasons for the trends
• Provide weekly, monthly, quarterly, bi-annual, and annual metrics reports on cancellation, claims payment, policy revivals, policy renewals, policy reinstatements trends

Qualification/Experience Requirement(s):

• Knowledge of social media marketing
• Knowledge of social media marketing
• Knowledge of quality assurance
• Knowledge of marketing techniques
• Knowledge of customer relationship management
• Knowledge of Customer-centricity
• Good relationship management
• Good analytical skills
• Good communication skills (oral and written)
• Minimum requirement: A Bachelors’ degree in Business, Marketing,Communication or in any relevant discipline with 2 years cognate experience
• Membership of any relevant professional body (e.g. CIIN,NIMN)