Retention Officer (General Insurance)

The Retail Distribution Division is responsible for the growth of the consumer business across multiple channels including Bancassurance, Intermediaries, Direct channels, and Partnerships. It is also responsible for delivering service excellence for all UOI customers and increasing market awareness of UOI to achieve consumer trust and recognition.

Job Purpose

The Retention Executive is responsible for engaging existing policyholders to prevent cancellations, improve persistency, and maximise customer lifetime value. This role focuses on proactive and reactive retention efforts through effective communication, objection handling, and tailored solutioning to meet customer needs.

Key Responsibilities

Reporting to the Sales manager, you shall be responsible to:

Customer Retention & Engagement

• Handle inbound and outbound retention calls for customers intending to cancel or lapse policies
• Proactively reach out to at-risk customers to improve policy persistency
• Understand customer concerns and provide suitable retention solutions
• Objection Handling & Solutioning
• Identify key drivers of cancellation (e.g., pricing, coverage, service issues)
• Present alternative plans, discounts, or value propositions to retain customers
• Apply effective negotiation and persuasion techniques to influence decisions

PerformanceManagement

Achieve retention KPIs such as:

• Retention Rate
• Save Rate (Saved / Contacted)
• Conversion / Win-back Rate
• Maintain productivity targets (call volume, talk time, follow-ups)

System &Process Compliance

• Accurately update customer interactions and outcomes
• Ensure compliance with regulatory and company guidelines (e.g., PDPA, MAS requirements)
• Follow call scripts and quality assurance standards

Customer Experience Excellence

• Deliver professional, empathetic, and solution-oriented service
• Handle escalations and complex cases effectively
• Maintain high customer satisfaction and service quality scores

Requirements

• Diploma or Degree holder in any field with GI certifications (BCP, PGI)
• At least 1 year of relevant contact center environment preferably in the insurance or financial industry
• Excellent interpersonal and people management skills, verbal & written communication and presentation skills
• Committed, self-disciplined, Customer Service and/or Sales oriented, multitasking and with an eye for details
• Good learning attitude, analytical, problem solving and time management skills
• Ability to work independently, and with high level of initiative in a high pressure and tight timeline environment
• Proficient in MS Office and computer systems