Customer Retention Executives, Ahmedabad, Surat, Vadodara

ROLE AND CONTEXT

NEED TO DO

NEED TO KNOW

NEED TO BE

Purpose: The jobholder has the responsibility to customer who walk in to Aviva branches with an intent to surrender and secure collections from them by doing an effective follow up. Context: The jobholder will work closely with the Regional Manager - Customer Retention and will have the responsibility to help reduce the surrender rate for the assigned branch. Main Priorities: ·         Meet customers who walk in to the branch with an intent to surrender. Address and try to resolve their queries and concerns with the intent of stalling the surrender and counselling the customer to stay invested upto maturity of the policy ·         Co-ordinate with various teams within & outside operations to fulfill customer requests / address complaints ·         Follow up with customers who chose not to surrender and ensure that the subsequent renewal payments are done

Key Outputs: ·         Contribute in building an efficient and responsive surrender stall team which contributes strongly to the business retention objectives of the Company Relationships: Internal:  §  Customer Retention team §  Sales team §  Operations team §  HR §  Information Technology External §  Vendors/ Service providers §  Bank Partners §  Customers Key Performance Indicators: ·         Enhance surrender stall rate at the branch ·         Effect renewal premium collections form all customers stalled ·         Convert customers stalled to automatic modes of renewal payment ·         Enrich contactability of all walk in customers

Qualifications: The person should be a graduate with proficiency in computers & versed with MS-Office Skills/ knowledge: ·        Knowledge of the Indian financial services industry with respect to Insurance ·         Good Interpersonal Skills ·         Good knowledge of customer service&  processes ·         Strong target orientation ·         Ability to manage agitated customers ·         Customer orientation ·         Broad construct of Aviva products Experience: §  Should have business interface experience, preferably in field of customer service or renewal collections for 1 - 3 years. §  Should have good co-ordination skills to be able to liaison with different departments. §  Should have experience of customer interface directly and in handling irate clients and issues. §  Use of basic operational tools like web-forms

Competencies: Planning and Innovation ·         Applies good practice in business operations from the past or other parts of the business to developing improvements in business processes for the future Team Work/ Relationship Management ·         Proactive in building relationships with others and promotes tolerance and consideration for others in the immediate or  cross functional team ·         Provides feedback to others and is able to adapt style to the requirements of different teams ·         Understands the roles and goals of other parts of the business and acts as a focal point for different teams working together to achieve a common goal Result Orientation ·         Proactive - gains clarity regarding what is required and seeks out information/ undertakes development to perform now and in the future ·         Shows drive, enthusiasm and tenacity in the achievement of objectives and monitors progress towards them Relationship Management ·         Brings energy to the team ·         Encourages a two - way exchange of information, recognising the input of others and proactively sharing own information and ideas ·       Is tolerant and considerate towards others and          participates fully in team activities, sharing in the            teams success ·        Communicates activity outside of the immediate team where necessary