Handle Inbound and outbound calls with customers who have expressed desire to cancel their policy
• Contact customers who want to cancel mid-term or at renewal
• Adhere to our cancellation and contact SLA’s
• Spot potential upsell opportunities and deliver on these
• Change or discount policy where necessary to prevent customer from leaving
• Achieve retentions targets pre-determined by management
• Contribute towards overall business persistency targets
• Obtain regulatory required documentation (DIFC only)
• Communicate regularly with team members
• Follow contact strategy designed to maximise contact
• Achieve / exceed set productivity and quality standards
• Adhere to regulatory targets within our territorial limits
• Adhere to Quality assurance guidelines
• Retain with integrity and treat customers fairly
• Interface effectively with internal colleagues, the client management team, the medical team staff etc. to resolve customer issues
• Maintain accurate records and files as required
• Actively support other team members and the achievement of team objectives
• Provide support to less experienced team members
• Identify potential process improvements and make recommendations to management.
• To carry out other ad hoc tasks as required to meet business needs
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