The Claims and Renewal Officer 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 24 hours after EDV
- Conduct a daily Customer Relationship Management (CRM) activity on existing policies by tracking failed premium collection and contacting Customers based on the reason for failed collection
- Make a constructive effort to reduce policy cancellations and surrender 80%
- Update all daily interactions of customers on the Freshdesk workflow system
- Manage and Update customer data regularly to know the status of each customer for retention and persistency tracking
- 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
Qualification/Experience Requirement(s):
- 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)