The role holder will be responsible for driving policy persistency and conservation of the life insurance portfolio through proactive identification and engagement of policyholders whose policies are at risk of lapsing, surrendering or being cancelled.

The role holder will undertake timely follow-ups on outstanding premiums, facilitate policy reinstatements, analyse policy exit requests and recommend appropriate retention solutions aligned to customer needs and business objectives.

The role holder will also support policy servicing, conservation initiatives, reporting and training of relevant stakeholders on policy retention practices.

Academic Background & Relevant Qualifications

• Bachelor's degree in Insurance, Finance, Business Administration, Commerce or another relevant field.
• Diploma or professional qualification in Insurance will be an added advantage.
• Minimum 2 years' experience in insurance, preferably in policy administration, customer service, policy servicing, collections, persistency, conservation or a related role.
• Experience in life insurance policy servicing and customer retention will be an added advantage.
• Experience in handling policy alterations, reinstatements, premium arrears and policy cancellations will be an advantage.
• Experience in customer engagement, complaint resolution and portfolio monitoring.

• Driving policy persistency and conservation of the life insurance portfolio.
• Proactive identification and engagement of policyholders whose policies are at risk of lapsing, surrendering or being cancelled.
• Timely follow-ups on outstanding premiums.
• Facilitate policy reinstatements.
• Analyse policy exit requests and recommend appropriate retention solutions.
• Support policy servicing.
• Support conservation initiatives.
• Reporting.
• Training of relevant stakeholders on policy retention practices.

• Customer engagement
• Complaint resolution
• Portfolio monitoring
• Policy administration
• Policy servicing
• Collections
• Persistency management
• Conservation strategies

• Bachelor's degree in Insurance, Finance, Business Administration, Commerce or another relevant field.
• Diploma or professional qualification in Insurance (added advantage).
• Minimum 2 years' experience in insurance, preferably in policy administration, customer service, policy servicing, collections, persistency, conservation or a related role.
• Experience in life insurance policy servicing and customer retention (added advantage).
• Experience in handling policy alterations, reinstatements, premium arrears and policy cancellations (advantage).
• Experience in customer engagement, complaint resolution and portfolio monitoring.