2.
In-branch client service and client retention
- Responsible for servicing and managing all client profiles to ensure clients remain on the books.
o Send payment reminders, conduct follow-ups, and remain in contact to address potential queries or to provide support.
o Manage and report on NTUs (clients Not Taken Up) by putting controls in place, and taking corrective actions where required.
o Manage persistency of client payments in favour of both the branch and the client.
- Gain insight into client risk profiles to proactively identify where support will be required.
o Consult with clients on alternative payment arrangements and ensure it gets processed through and noted on the right platforms.
- Responsible for in-branch servicing in line with client experience standards:
o Apply product knowledge to accurately guide clients through policy cancellations and provide alternative options.
o Resolve various types of client queries in the branch as far as possible or escalate queries to the right stakeholders by using the existing escalation framework. Follow up on the status and continuously provide feedback to the client.
