Customer Retention Officer

Customer Retention Officer

Department: Customer Retention
Function: Operations
Reporting To: Manager 
Location: Delhi
Salary Budget: ₹3.38 LPA – ₹4.78 LPA

About the Role

We are looking for a Customer Retention Officer to manage customer relationships, renewal collections, and policy retention activities. The role involves regular customer interaction through calls and scheduled face-to-face meetings, understanding customer concerns, and providing suitable solutions to help customers continue their insurance policies.

The ideal candidate should have strong communication skills, a customer-centric approach, and the ability to work with targets in a fast-paced environment.

Key Responsibilities

• Manage assigned renewal collection and policy persistency targets through customer calls and scheduled face-to-face meetings.
• Follow up with customers to ensure timely renewal premium payments and policy continuation.
• Understand customer concerns and provide suitable retention solutions, such as mode changes, partial withdrawals, policy loans, surrender-related options, etc.
• Conduct regular customer meetings, including meetings with high-value customers and critical cases.
• Maintain and update daily customer trackers and share regular updates with the Manager – Collections.
• Handle customer queries, concerns, and escalations and ensure timely resolution.
• Track and close customer service requests within the required timelines.
• Explain applicable revival schemes, policy term changes, and other available options to customers facing financial constraints.
• Work on policy retention by explaining the benefits of continuing insurance and relevant policy/ULIP retention options.
• Follow up on critical documentation such as Health Declaration Forms, medical/tele-underwriting requirements, ECS mandates, and grievance-related documents.
• Coordinate with branch operations for updating customer contact details and other required information.
• Encourage customers to move from non-auto-pay modes to E-NACH/ECS for convenient and timely premium payments.
• Collect and ensure registration of auto-pay mandates along with the necessary documentation.
• Handle silent-grief cases sensitively and ensure appropriate customer interaction and follow-up.
• Record and coordinate the resolution of customer grievances as per the defined process.

Desired Qualification & Experience

• Graduate in any discipline.
• Prior experience in Insurance, Customer Service, Collections, Customer Retention, or Renewal is preferred.
• Experience in a renewal retention / insurance persistency role will be an added advantage.

Required Skills

• Strong customer handling and communication skills.
• Ability to work with targets and deadlines.
• Comfortable handling customer escalations and difficult conversations.
• Strong follow-up and coordination skills.
• High level of process orientation and attention to detail.
• Ability to work effectively in a competitive and target-driven environment.
• Willingness to learn and adapt to new processes.
• Personal vehicle and smartphone are required, as the role involves customer visits.