Description
As a Customer Retention Representative, you will manage your own book of existing customers with the goal of achieving persistency targets.
You will proactively contact customers to create loyalty, handle queries, and address concerns before they consider leaving.
Key responsibilities include:
- Managing your own customer base
- Conducting mid-year and renewal check-ins with customers
- Handling inbound and outbound calls from customers who wish to cancel their policy
- Adhering to cancellation and contact SLAs
- Identifying upsell opportunities and delivering on them
- Changing or discounting policies to prevent customers from leaving
- Achieving persistency and other KPIs predetermined by management
- Contributing to overall business persistency targets
- Obtaining and sharing regulatory required documentation
- Communicating regularly with team members
- Following contact strategies to maximize contact
- Achieving and exceeding set productivity and quality standards
- Adhering to regulatory targets and quality assurance guidelines
- Retaining customer information with integrity and treating customers fairly
- Interfacing effectively with internal colleagues to resolve customer issues
- Maintaining accurate records and files
- Actively supporting other team members and contributing to team objectives
- Providing support to less experienced team members
- Identifying potential process improvements and making recommendations to management
The ideal candidate will possess:
- Strong organizational and prioritization skills
- Excellent customer focus and problem-solving abilities
- Effective objection handling and interpersonal skills
- Good verbal and written communication skills
- Ability to exercise judgment and work in a team environment
- Basic system navigation and Microsoft application skills
- Good keyboard skills and regulatory awareness
- Proven track record in telemarketing, preferably in a non-advised sales process
- 1-2 years of experience in the health industry, insurance background, or outbound sales background