Manager - Agency Renewals

Roles and Responsibilities:

Join our team as a Renewal Manager at Care Health Insurance to spearhead the crucial function of policy renewals and ensure exceptional customer retention. This role involves proactive engagement with policyholders, a deep understanding of health insurance products and processes, and seamless coordination with various internal departments to guarantee a smooth and efficient renewal experience, thereby maximizing customer lifetime value and contributing directly to the company's sustained growth.

Key Responsibilities:

Policyholder Engagement & Renewal Management:

• Proactively contact existing policyholders for health insurance policy renewals, explaining policy terms, benefits, premium structures, and any new features or endorsements.
• Address customer queries, concerns, and objections related to their policy, premium calculations, claim history impacts, and available add-on covers to facilitate successful renewals.
• Guide customers through the renewal process, including documentation, payment options, and policy modifications (e.g., changes in sum insured, inclusion/exclusion of family members).
• Identify opportunities for cross-selling relevant health insurance products or up-selling higher sum insured policies/riders during the renewal conversation based on customer needs.
• Strategize and execute initiatives to achieve individual and team-based policy renewal targets.
• Maintain a high level of customer satisfaction during the renewal cycle, ensuring a positive brand experience.

Operational Support & Process Optimization:

• Provide essential support for backend operations related to policy renewals, including accurate data entry, policy issuance coordination, and premium reconciliation with the finance department.
• Liaise effectively with underwriting, claims, and IT teams to resolve complex customer queries or operational bottlenecks impacting renewals.
• Ensure all renewal processes comply with internal company guidelines and IRDAI (Insurance Regulatory and Development Authority of India) regulations.
• Maintain accurate records of all customer interactions and renewal statuses within the CRM system.
• Identify areas for process improvement within the renewal cycle to enhance efficiency, reduce turnaround times, and improve the overall customer experience.

Qualifications:

• Bachelor's degree in any discipline.
• Strong understanding of health insurance products and policy structures.
• Excellent verbal and written communication skills, with a strong customer-centric approach.
• Ability to effectively explain complex policy details and handle customer objections.
• Strong organizational skills and attention to detail for process management and data accuracy.
• Proficiency in using CRM software and Microsoft Office Suite (Excel, Word).
• Ability to work independently and as part of a collaborative team.
• Problem-solving aptitude with a proactive approach to addressing challenges.