GI Policy Retention Assistant at Old Mutual Nigeria

Job Expired

GI Policy Retention Assistant (Contract)

Ref: 1327/NIGE/EU/GI Policy Retention Assistant (Contract)/Nigeria/020919
Location: Nigeria
Contract: Temporary / Contract
Category: Insurance


  • 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)

Application Deadline
9th September, 2019.

Method of Application

Interested and qualified candidates should:
Click here to apply online

More Information

  • This job has expired!
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