Role Purpose

The role holder will be responsible for driving policy persistency through proactive client engagement, effective followup on outstanding premiums and implementation of structured retention strategies. The role focuses on managing policies at risk of lapsing, reinstating lapsed policies and influencing customer decisions through timely, solution-oriented interactions. The role holder is expected to maintain continuous engagement with policyholders, understand the underlying reasons for non-payment or policy exit and provide appropriate solutions that align with both customer needs and business objectives. Additionally, the role requires accurate data management, reporting and collaboration with internal stakeholders to ensure seamless policy servicing and improved customer experience

Academic Background & Relevant Qualifications

• Bachelor’s degree in Insurance, Finance, Business Administration, or a related field.
• Diploma in Insurance or progress towards a professional qualification is an added advantage.
• Minimum of 2 years’ experience in a customer-facing role within insurance or financial services.
• Proven experience in client engagement, collections, retention or policy servicing.
• Exposure to life insurance operations, persistency management or contact center, environments are an added advantage.

• Driving policy persistency through proactive client engagement.
• Effective follow-up on outstanding premiums.
• Implementation of structured retention strategies.
• Managing policies at risk of lapsing.
• Reinstating lapsed policies.
• Influencing customer decisions through timely, solution-oriented interactions.
• Maintaining continuous engagement with policyholders.
• Understanding the underlying reasons for non-payment or policy exit.
• Providing appropriate solutions that align with both customer needs and business objectives.
• Accurate data management.
• Reporting.
• Collaboration with internal stakeholders to ensure seamless policy servicing and improved customer experience.

• Client engagement
• Collections
• Retention
• Policy servicing
• Data management
• Reporting
• Collaboration

• Bachelor’s degree in Insurance, Finance, Business Administration, or a related field.
• Diploma in Insurance or progress towards a professional qualification is an added advantage.