Customer Retention Officer

About the role

The Customer Retention Officer is responsible for driving renewal collections and improving policy persistency for an insurance portfolio. The role involves direct interaction with customers through calls and face‑to‑face visits, handling escalations, and applying retention tools to keep policies active.

Key responsibilities

• Achieve renewal collection and persistency targets by contacting customers via phone or scheduled visits.
• Maintain daily customer trackers, review progress with the Collections Manager, and ensure accurate data entry.
• Present retention options such as mode changes, partial withdrawals, PUA surrender, or loans to encourage policy continuation.
• Deposit collected cheques at the nearest branch within 24 hours of receipt.
• Resolve 100 % of customer queries and escalations, including handling service requests and explaining special revival schemes.
• Follow up on critical documents (Health Declaration Form, tele‑underwriting, ECS mandates, etc.) and obtain updated contact details.
• Track and close service requests promptly, and convert non‑ECS accounts to E‑NACH/ECS where possible.

Required profile

• Graduation in any discipline.
• Prior experience in insurance, customer service, or collections; experience in a renewal retention team is a plus.
• Ability to work under pressure in a competitive environment.
• Own a personal vehicle and a smartphone for field visits.

Required skills