Associate - Persistency

Role Details:
Department: Customer Service

Designation: Associate Customer Service

Employment type: Off roll

Key Focus areas:

• Outcall Bandhan Customer for the renewal payment and pursuing them to renew their policies.
• Outcall Bandhan customer for Lapse policies and pursuing them to Reinstate their lapse policies.
• Pitching the customer to convert to Auto debit pay where the customer has not opted for Auto debit payment option.
• Calling and informing customer about the short fall of premium if any or document requirement for the reinstatement of the policies.
• To collate the calling data from the team members in excel if required.
• Send Digital communications on Deep Lapse and HNI Due & Grace on Timely basis.
• Resolving the customer compliant or queries by follow up with concern department basis which customer pays. the pending premium.
• Emailing and messaging the customer for his query and renewal premium or auto debit related issues.
• Raising customer request or query in CRM tool or raising SR for IT resolution of the customer query.
• Working on excel and updating the MIS as and when required for the activities done by team.
• Call quality calibration on a fortnightly basis.
• Any adhoc activities required from the management for the customer satisfaction

Competencies required:

• Excellent communication skills
• Good computer knowledge (E.g. knowledge of MS Office Suite)
• 1 - 2 years of experience in customer service
• Graduate / undergraduate