
Senior Collections Specialist
1 week ago
I. Renewal collection and persistency targets are achieved through customer calling or physical visits to customer residences with prior appointment.
II. Daily customers trackers are maintained and shared, including review with Manager-Collections for conversion thereof.
III. Customers are convinced to continue insurance, resulting in premium renewal and policy continuation, while providing retention tools such as mode change/Partial withdrawal/PUA surrender/Loan etc.
IV. Cheques are deposited timely at the nearest branch within 24 hours of collection.
V. Customer escalations are handled effectively, with 100% resolution of queries & concerns, including tracking of service requests raised and clarity provided on special revival schemes, term changes and short premium buckets to resolve financial constraints and retain customers.
VI. Critical documents such as Health Declaration Forms, tele underwriting/home visits medical/ECS Mandates/complaint letters on silent grief are followed up and obtained, with new contact details updated through branch operations.
Key Responsibilities:
- Renewal collection and persistency targets achievement
- Maintenance and sharing of daily customers trackers
- Convincing customers for premium renewal and policy continuation
- Timely cheque deposit
- Effective handling of customer escalations
- FOLLOW UP ON CRITICAL DOCUMENTS AND UPDATE CONTACT DETAILS
About This Role:
This role is a key part of our Customer Success team, responsible for ensuring that our customers remain satisfied with our services. The successful candidate will have excellent communication and negotiation skills, as well as the ability to work independently and as part of a team.
Industry: Insurance
Department: Customer Success, Service & Operations
Role Category: Customer Success, Service & Operations - Other
Role: Customer Success, Service & Operations - Other
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