At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.
It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.
And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.
Sound like you? Then read on.
About the Role
THE OPPORTUNITY:
We are looking for a Customer Retention Management, Lead who
• To ensure the renewal premium portfolio, which is assigned under her/his territory and other KPIs such as noncash rate… to be well monitored and collected in term of time and business quality.
• Make sure all the operation activities in management area to be smooth and effective.
• Contribute to the development of CRM through activities: join in projects relate to enhance system or Task force team.
Report to: Manager, Customer Retention
Location: Ha Noi
Function: Customer Office | Department: Customer Retention (CR)
Type: Individual Contributor
ROLES AND RESPONSIBILITIES:
- Checks CRA contact reports to prevent risks of lapse/APL due to CRA’s mistakes. Support/calls to customers and agents when CRA failed to contact or in “potential lapse” cases. Training and coaching to make sure CRA getting capability to handle “potential lapse” cases.
- Increasing RYP & Noncash rate in her/his assigned area by calling customers in outside to remind and guide customers for premium payments.
- Provides necessary information to CRA for collection appointment upon requested.
- Make sure all services are supplied by CRA meet standard of requirement service.
- Push/accelerate premium payment via Noncash channels
- Manage CRA activities to achieve the CRM’s strategy like as: ECM, persistency, customer retention, STP, etc.
- Coaches and monitors new or underperformed CRA, as assigned by Manager to improve CRA’s performance and collection result.
- Strictly manage and supervise CRA in assigned areas to prevent misappropriation.
- Manages to provide an attractive and open working environment to CRA to ensure their enthusiasm and high working spirit, which helps to achieve target
- Cooperate with Manager to develop the model, scheme, product, training… for Customer Relations Associate (CRA) team.
- Involve in some department’s projects to enhance CRM system.
- Create and submit process, report and documentation to Regional Management team as required.
- Provide necessary analysis and evaluation; review and simplify the process
- Other tasks as assigned by Manager
JOB REQUIREMENTS:
- Bachelor or above degree, in Economic / Finance / Banking / Business Management or related fields
- Experience in the insurance industry and relevant industries in term of sales / products & strategy planning
- English and Vietnamese in writing, speaking, and reading
- Microsoft Offices (Word, Excel, Power Point)
- Interpersonal Skills: Communication skills, Cooperation, Persuasiveness
- Personal Qualities: Honesty, Drive, Resilience, Responsibility, Commitment, Adaptability, Initiative
- Business Skills: Training skills, Planning skills, Confidentiality, Numeracy, People Management & Team Management
Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.
You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.