Job Description - Customer Service officer - Operations - Revenue Channel - Max life insurance co. ltd

CTC Band 2 to 3 lacs.

Position : CSO (Customer Service Officer) SPARC (Service Points As a Revenue Channel)

Department :Operations + sales

JOB SUMMARY :

Introduction : SPARC is a new initiative aimed at leveraging service touch points with existing customers to generate new sales. We currently have a service-to-sales (S2S) model in place for walk-in customers at our branches. However, there are many other instances and touch points, where we interact with our customers, which are not leveraged for generating sales such as financial payouts, service request, premium reminder calling etc. Total volume of such touch points is ~3-4 lacs per month hence there is enough revenue potential in these touch points due to which SPARC has been conceived.

This position will be responsible for customer service, retention and sales to existing MLI customers through relationship building.

KEY RESPONSIBILITIES :

A. Customer Service/Retention through relationship management

- Establishing and strengthening relationship with allocated customer base

- Collection of due premium from customers

- Collection of additional document requirement related to reinstatement

- Resolve simple and easy service request of customers.

- Receive and log complex service request of customers in system.

- Provide appropriate advice to customers to continue existing policies.

- Generate interest of the customer to buy another product post providing proper service.

B. Cross sell / Up sell :

- Work on every lead allocated from HO team

- Identify financial goals of customers and provide financial planning assistance.

- Pitch products as per need of the customer

- Convert leads into new sale.

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