SAGICOR LIFE (EASTERN CARIBBEAN) INC.
Job Specification & Description
JOB TITLE
–
Customer Service Representative
DEPARTMENT
– Business Retention
REPORTS TO
: Business Retention Officer
Job Summary
Supports the retention strategy by improving lapse performance, surrenders and terminations. Responsible for monitoring retention strategies for all customer groups. Evaluates the quality of new business, investigates and reports on lapses, surrenders and terminations. Executes and reports on strategies geared towards business retention in both Individual Life, Health, and Employee Benefits lines of business within Sagicor Life Inc. Reduces customer attrition by identifying at risk customers for interventions.
Key Duties And Responsibilities
* Communicate with in force policy owners to encourage continuation of premium payments.
* Execute call process and mass emailing strategies geared toward business retention for all lines of business.
* Communicate with terminated/lapsed policy owners to encourage reissue/reinstatement of policies.
* Engages with Supervisor to provide support to manage retention strategies and drive client servicing for orphan and the former BAICO portfolio.
* Engages with internal and external customers in one-one interactions to service, policies at-risk, owing to high APL and Loan balances and any other at-risk category as outlined in the retention policy servicing program.
* Collect, record and report (daily) on customer feedback obtained via call monitoring, emailing and other methods used to engage customers.
* Confer with the Supervisor of questions raised by customers that require a response beyond the scope of this position and any process improvement opportunities necessary to enhance customer experience and customer retention programme performance.
* Provide support to monitor all lines of business to determine whether Advisors are upholding the requisite standards and report findings to Supervisor.
* Conduct filing on a weekly basis.
* Contributes to the attainment of team service standards and specified service metrics.
* Maintains the confidentiality of sensitive documents, records, discussions, and other information generated in connection with any assistance activities.
* Performs any other duties as assigned.
Education/Experience
KNOWLEDGE & SKILLS REQUIRED
* An associate degree in Business Studies or a related discipline.
* At least one (1) years' experience in a customer service environment is essential.
* Excellent verbal and written communication skills along with computer literacy are necessary.
* A high proficiency in the use of Microsoft Office software.
* Knowledge of insurance and investment services fundamentals.
* Good organizational skills.
* Ability to remain focused on customer queries for multiple consecutive hours with minimal distractions.
* Requires the ability to organize and manage multiple priorities.
* Previous experience within a financial services environment would be an asset.