Customer Retention Specialist at AXA Insurance dac

London, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

17 Mar, 26

Salary

0.0

Posted On

17 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Retention, Portfolio Management, Communication, Relationship Building, CRM Systems, Analytical Skills, Problem Solving, Collaboration, Data Privacy, Self-Service Tools, Customer Feedback, Escalation Management, Compliance, Policy Inquiries, Cross-Functional Collaboration

Industry

Insurance

Description

Overview Responsible for the effective execution of retention and renewal activities to achieve target renewal premiums. Manages the Customer Retention Program and Portfolio Management activities, delivering end-to-end customer servicing across multiple channels (voice, email). Builds and maintains relationships with direct and in-force clients, supports policy inquiries and changes, educates customers on self-service tools, gathers customer feedback, and handles escalated issues to ensure high levels of customer satisfaction and retention. Key Responsibilities Execute retention and renewal activities to meet renewal premium targets (13MP). Manage Customer Retention Program and Portfolio Management activities end-to-end. Provide customer servicing across voice, email; respond to inquiries, policy changes, billing, and payments. Rebuild and maintain strong relationships with direct and in-force clients. Gather voice of the customer during interactions to inform improvements. Educate customers on AXA self-service tools and online resources. Address policy-related inquiries (plan details, after-sales support) and offer recommendations for complex scenarios. Handle escalated calls to ensure ownership and timely resolution of soft complaints. Collaborate with cross-functional teams (sales, underwriting, operations, IT) to improve retention strategies and customer experience. Ensure compliance with company policies and data privacy requirements in all interactions. Key Performance Indicators (KPIs) Renewal rate and renewal premium targets achieved Customer Satisfaction (CSAT) and Net Promoter Score (NPS) First contact resolution and average handling time Voice of the customer captures and resulting improvements Compliance adherence and error-free servicing Volume of escalations resolved within defined SLAs Required Skills and Qualifications Bachelor’s degree or equivalent experience in insurance, customer service, or a related field 3+ years of experience in customer servicing, retention, or portfolio management, preferably in insurance Strong multi-channel communication skills (voice, email) Ability to build and sustain relationships with clients and key stakeholders Proficiency with CRM systems, contact center platforms, and self-service tools Analytical mindset with the ability to interpret data and translate insights into action Problem-solving skills and the ability to handle complex scenarios Compliance-minded with knowledge of data privacy and policy guidelines Team player with strong collaboration and organizational skills

How To Apply:

Incase you would like to apply to this job directly from the source, please click here

Responsibilities

The Customer Retention Specialist is responsible for executing retention and renewal activities to achieve target renewal premiums while managing the Customer Retention Program. They will build relationships with clients, handle inquiries, and collaborate with cross-functional teams to enhance customer experience.