Qualifications and Experience:

• Minimum 02 year Experience in Customer Retension / Policy Conservation Unit operation
• Part Qualification in SLIM / CIM / IASL or Diploma in Marketing from a recognized university / institute
• Knowledge in Customer retension practices, knowledge on competitors products and practices,  trends & developments in the life insurance market in Sri Lanka
• Fair understanding on regulatory framework of Insurance industry
• Proficiency in Microsoft office packages
• An excellent command of the English  & Sinhala language. Fluency in Tamil language will be an added advantage
• Possess good telephone ethics and customer service experience
• Ability to work with ERP systems
• Ability to work under minimum supervision, multi-task and work under pressure

Principle Accountability:

• Support Unit target achievement (monthly renewal target, GWP/RP Collection Target, Standing Order Conversion Targets, Clicklife App Download Targets,  Policy Persistency Ratio)
• Engage in productivity and quality improvements which includes:
  • Mystery Customer Survey & Agency Satisfaction Survey
  • Monthly Report on Dept. Achievements & related MI
  • New Innovations and Best Practices
  • Develop Resource Centre (Conservation Unit)
  • Timely Update of all Customer complaints to CFS
  • Sales Staff Satisfaction Over Contact Centre
  • Ticket Monitoring and Closure
  • Audit Observations
• Assist in the Great Place To Work Survey
• Structured Training for Call Centre (Inbound / AOD) – Development of Training Calendar for Contact Centre including – Products / Riders and Policy Conditions, Operational Processes, Life Operations Technical Training for Senior CC Staff, System Training, Telephone Etiquette
• Submit daily performance Reports