Key Accountabilities

1. Customer Retention & Engagement

• Build and maintain strong relationships with policyholders throughout the policy lifecycle.
• Proactively engage customers through retention/engagement calls, premium due reminders, policy reviews, and retention activities to reinforce the value of their insurance protection.
• Coordinate cross-functional initiatives to enhance customer retention outcomes and customer lifetime value.
• Identify at-risk customers (risk of lapse, premium discontinuance, or surrender policy) and provide suitable solutions/actions to encourage policy continuation and timely premium payment.
• Work closely with Sale division and internal stakeholders to support policyholders in maintaining active coverage.

2. Customer Support

• Help customers understand policy benefits, coverage, servicing options, and premium payment obligations.
• Promote digital servicing channels and self-service tools to enhance customer convenience and engagement.
• Gather customer feedback and recommend improvements to customer experience and retention initiatives.

3. Premium Collection & Persistency Management

• Work closely with Premium Efficiency team to monitor premium due and grace-period customer segments to ensure timely premium payments and policy continuation.
• Propose initiatives to improve premium collection effectiveness and support customers in selecting suitable payment methods and premium management options.
• Contact customers proactively to understand payment challenges and provide solutions to minimize policy lapses and cancellations.
• Analyze premium payment behavior and retention trends to identify risk factors and implement preventive measures.

4. Quality Assurance

• Ensure high-quality customer interactions and consistent service standards.
• Handle retention/engagement calls, customer communications, and service quality to ensure compliance with company guidelines and regulatory requirements.
• Strictly follow best practices, scripts, and service standards for customer engagement and retention activities.
• Foster a culture of customer-centricity, accountability, and continuous improvement within the team.
• Implement communication activities

5. Analytics, Reporting & Process Improvement

• Support line manager to analyze retention, persistency, customer engagement, premium collection, and surrender trends.
• Prepare regular operation reports and provide data-driven recommendations to improve customer retention performance.
• Identify process improvement opportunities and support digital transformation initiatives that enhance customer experience and operational efficiency.
• Collaborate with relevant departments to streamline customer journeys and remove barriers that may impact customer satisfaction and policy continuation

6. Other assignment

• Other tasks assigned by line managers/ CSH/COO / high level.

Job Requirements

• University graduate.
• Open-minded and have a good spirit of cooperation
• Strong leadership and management skills
• 3 years of experience in Customer retention or related field
• Proficiency in MS Office
• Good at English

Benefits

• Competitive salary (100% salary during probation)
• Bonus: 13th-month salary and the performance-based bonus of up to 30% of the total annual package
• Full social insurance, personal accidental & health care insurance, group life insurance (death and dismemberment)
• Gifts for new comers and on special occasions
• Modern facilities in the spacious office 
• 15 Annual leaves