Loyalty Account Manager

Job description

Reporting to the Retentions Team Manager, the Loyalty Account Manager looks after an assigned book of existing Cigna Healthcare customers with the goal of achieving persistency targets. The role builds loyalty by calling customers during the policy year and at renewal, answering their queries and engaging them personally with communications and videos that show the value of their policy.

You will also handle objections from customers who decide to leave or stop making their payments, so a background in telemarketing, health or insurance works well here.

Responsibilities

• Manage your own customer base
• Proactively call your book to perform mid-year and renewal check ins
• Handle Inbound and outbound calls from your customers who have expressed desire to cancel their policy either at 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 persistency and other KPIs pre-determined by management
• Contribute towards overall business persistency targets
• Obtain and share regulatory required documentation
• 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

Requirements

• Organisation of workload and prioritising your day
• Strong customer focus with ability to identify and solve problems
• Strong objection handling skills
• Excellent interpersonal skills
• Good verbal and written communication
• Ability to exercise judgement
• The ability to work well in a team environment
• Basic system navigation and Microsoft application skills
• Good keyboard skills
• Regulatory awareness
• Proven track record in telemarketing, both inbound and outbound, ideally in a non-advised sales process
• 1 – 2 years’ experience in health industry, insurance background or outbound sales background

Skills

• Communication
• Customer Retention
• Microsoft Office
• Objection Handling
• Telemarketing