Shriram Life Insurance jobs - Customer Service Officer

Job Description 

Position CSO (Customer Sales Officer) SPARC (Service Points As a Revenue Channel) Incumbent New position Department SPARC Function SPARC- Sales Reporting to CSM (Customer Service Manager) SPARC Band 5 Location Gurgaon Team size (D/I) Independent 

Introduction SPARC is a new initiative aimed at leveraging service touch points with existing customers to generate new sales. We currently have a service-to-sales (S2S) model in place for walk-in customers at our branches. However, there are many other instances and touch points, where we interact with our customers, which are not leveraged for generating sales such as financial payouts, service request, premium reminder calling etc. Total volume of such touch points is ~3-4 lacs per month hence there is enough revenue potential in these touch points due to which SPARC has been conceived. This position will be responsible for customer service, retention and sales to existing MLI customers through relationship building. 

A. Customer Service/Retention through relationship management Establishing and strengthening relationship with allocated customer base Collection of due premium from customers Collection of additional document requirement related to reinstatement Resolve simple and easy service request of customers. Receive and log complex service request of customers in system. Provide appropriate advice to customers to continue existing policies. Generate interest of the customer to buy another product post providing proper service. B. Cross sell / Up sell Work on every lead allocated from HO team Identify financial goals of customers and provide financial planning assistance. Pitch products as per need of the customer Convert leads into new sale. Measures of Success Execution measures Collection of due premium as per target. Service resolution percentage/TAT Meet cross sell/up sell business targets Customer satisfaction score Key competencies/skills required Building relationships ability to influence customers Building collaboration Detail-oriented Customer centricity. Key Relationships Management (Internal /External) Internal Head of SPARC, Field Ops, Training, HR External Customers Desired qualification and experience Graduate in Management Must have a minimum of 1 years experience. Experience in managing customer relationship Knowledge of Insurance sales and related processes