Job Description

PositionDeputy Manager Customer Retention Officer

No. of Positions

1Department

Customer Retention TeamFunctionOperationsReporting to

Manager –CollectionsBand5BLocation

Lucknow -GO4Last date of submissionKey Responsibilities

Collections

Sole responsibility of targets basis allocated base on:
Renewal collection and persistency targets through customer calling or physical visits to customer residences with prior appointment

Ensure maintenance and sharing of daily customers’ trackers and conversion thereof, including review with Manager-Collections

Convince customers and get renewal premium and policy continuation to continue insurance and giving retention tools like mode change/Partial withdrawal/PUA surrender/Loan etc.

Timely depositing the cheque at the nearest MLI branch/ bank branch within 24 hours of the cheque collection

Effectively handling customer escalations, 100% resolution of customer queriesconcerns including tracking of service requests raised, providing clarity to required customers on special revival scheme, change in term,



short premium bucket to resolve financial constraint and retain customers

Ensuring follow up on critical document like Health Declaration Form / tele underwriting/home visits medical/ ECS Mandate/ complaint letters on silent grief and obtaining recent contact details getting update through branch operations

Measure of Success :
100% completion of assigned activities by 7th of every month

Completing daily face to face meetings as per goal sheet

Driving Top 30 high value cases with 100% meeting

Providing 100% resolution to customer's query

00% Tracking and timely closure of service request if logged for any of the allocated customers

Maximizing positive portfolio (Promise to Pay) by providing right advice to customers to continue insurance and giving retention tools like mode change/Partial withdrawal/PUA surrender/Loan

Driving Special revival scheme and change in term to resolve financial constraint

B

📌 Deputy Manager (Uttar Pradesh)
🏢 Axis Max Life Insurance
📍 Uttar Pradesh