Description:
Reporting to the Head of Global Retentions, you will be responsible for handling cancellation queries from customers, with the goal of retaining the business and achieving persistency targets.
Main Duties / Responsibilities
- Handle Inbound and outbound calls with customers who have expressed desire to cancel their policy
- Contact customers who want to cancel mid-term or at renewal
- Adhere to our cancellation and contact SLA’s
- Spot potential upsell opportunities and deliver on these
- Change or discount policy where necessary to prevent customer from leaving
- Achieve retentions targets pre-determined by management
- Contribute towards overall business persistency targets
- Obtain regulatory required documentation (DIFC only)
- Communicate regularly with team members
- Follow contact strategy designed to maximise contact
- Achieve / exceed set productivity and quality standards
- Adhere to regulatory targets within our territorial limits
- Adhere to Quality assurance guidelines
- Retain with integrity and treat customers fairly
- Interface effectively with internal colleagues, the client management team, the medical team staff etc. to resolve customer issues
- Maintain accurate records and files as required
- Actively support other team members and the achievement of team objectives
- Provide support to less experienced team members
- Identify potential process improvements and make recommendations to management.
- To carry out other ad hoc tasks as required to meet business needs
Skills / Experience
- Strong customer focus with ability to identify and solve problems
- Strong objection handling skills
- Ability to organise your day
- Excellent interpersonal skills
- Good verbal and written communication
- Ability to exercise judgement
- Ability to organise, prioritise and manage workflow
- The ability to work well in a team environment
- Basic system navigation and Microsoft application skills
- Good keyboard skills
- Regulatory awareness
- Proven track record in telemarketing, both inbound and outbound, ideally in a Non-advised sales process
- 1 – 2 years’ experience in health industry, insurance background or outbound sales background