Retention Sales Consultant
Job Title: Life Insurance Retention Agent
Location: 112-114 High Street, Rickmansworth, WD3 1AQ – Can discuss remote working
Job Type: Full-Time
Reports To: Retention Manager / Customer Service Manager
Job Overview
We are looking for a proactive and results-oriented Life Insurance Retention Agent to join our team, specializing in reaching out to customers following notifications of lapsed or cancelled policies. The primary responsibility of this role is to contact policyholders by telephone to understand their reasons for cancellation, address concerns, and seek ways to reinstate their life insurance policies. This role is crucial in ensuring customer satisfaction, minimizing policy lapse rates, and enhancing loyalty through meaningful, supportive conversations.
Key Responsibilities
1. Telephone Outreach: Promptly contact customers by telephone on receipt of notifications regarding lapsed or cancelled policies, with a focus on re-engaging them and understanding their reasons for policy termination.
2. Retention Strategy: Use effective retention techniques to address customer concerns, provide valuable insights about policy benefits, and offer customized solutions that may encourage reinstatement.
3. Customer Engagement: Build rapport with each policyholder, showing empathy and understanding to identify and address their specific needs, concerns, and any issues with their life insurance coverage.
4. Policy Reinstatement: Guide customers through the process of policy reinstatement, including any necessary paperwork, payments, or additional requirements, ensuring a smooth and positive experience.
5. Product Knowledge: Maintain up-to-date knowledge of all life insurance products, benefits, and terms to confidently address questions, explain features, and highlight the value of maintaining coverage.
6. Data Management: Document all customer interactions and outcomes accurately in the CRM system, tracking reasons for policy lapses and any reinstatement efforts.
7. Performance Metrics: Meet or exceed targets for policy reinstatements, customer satisfaction, and retention-related KPIs. Track and report on trends and feedback to help improve retention strategies.
8. Compliance: Adhere to industry regulations and company policies, ensuring that all customer interactions are ethical, transparent, and compliant with guidelines.
Key Qualifications
1. Experience: Previous experience in a retention, sales, or customer service role within the life insurance or financial services industry is preferred, however we are open to candidates with experience in similar roles within different industries.
2. Skills:
3. Strong communication skills with the ability to listen actively and empathize with customers.
4. Persuasive and solution-oriented approach to handling customer concerns.
5. Excellent organizational and time management skills.
6. Detail-oriented with a strong understanding of CRM software and the ability to document interactions accurately.
Preferred Qualifications
1. Experience in life insurance retention or cancellation recovery.
2. Familiarity with common reasons for policy lapse or cancellation and best practices for retention.
Pay: £24,991.00-£30,000.00 per year
Additional Pay:
* Commission pay
Benefits:
* Company pension
* Free parking
Schedule:
* Flexitime
* Monday to Friday
Experience:
* Organisational skills: 1 year (required)
* Sales: 1 year (required)
* Customer service: 1 year (required)
Work Location: In person
Reference ID: Retention Sales Consultant
Expected start date: 01/12/2024
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