Responsible for contacting the existing customers to identify the reasons of policy termination and lapsation and provide feasible solutions to retain the policies (No cold call is required)
Provide follow up services to customers for policy retention such as explaining the plan feature, informing about the policy notification, and providing guidance on policy changes
Resolve customers’ enquiries including soft complaints and escalated from CCA in a timely and professional manner
Meet service turnaround time and achieve Team monthly & yearly KPIs
Adhere to company standards and guidelines to deliver quality service and provide recommendations for workflow and procedure improvement
Enhance job knowledge through participating in training courses