About the Division/Dept
The Retail Distribution Division is responsible for the growth of the consumer business across multiple channels including Bancassurance, Intermediaries, Direct channels, and Partnerships. It's also responsible for delivering service excellence for all UOI customers and increasing market awareness of UOI to achieve consumer trust and recognition.
Job Purpose
As an Outbound Sales Executive, you will play a pivotal role in driving customer acquisition and retention through telemarketing. You will be responsible for proactively engaging customers that have enquired about insurance or that are approaching their policy renewal dates. You'll be required to drive business growth by achieving desired sales and retention targets. Your passion for sales and service excellence will be essential in this role.
Main Responsibilities
- Conduct outbound calls to potential customers, promoting and selling a range of general insurance products, including motor, travel, home, personal accident, and health insurance.
- Build and maintain strong customer relationships to facilitate both new business acquisition and renewals.
- Identify areas of opportunity to increase lead generation.
- Support the creation of sales tools and workflows to optimise the telemarketing opportunities.
- Mentor peers and lead with a performance mindset within the UOI contact centre.
- Identify customer needs and tailor insurance solutions to meet individual requirements.
- Achieve and exceed sales targets by effectively conveying product benefits and features.
- Initiate outbound calls and emails to existing policy holders prior to their renewal dates according to the service level agreement and renewal process.
- Achieve persistency and retention targets as set by the company.
- Handle incoming calls, emails, and messages from insurance customers promptly and professionally and try to retain customers enquiring about cancellation.
- Stay updated on industry trends, product knowledge, and competitor offerings to provide informed recommendations to customers.
- Manage and update customer information in the CRM system for accurate record-keeping.
- Collaborate with the marketing team to develop strategies for lead generation and customer engagement.
- Provide exceptional customer service by addressing inquiries, resolving issues, and ensuring overall customer satisfaction.
- Keep abreast of regulatory changes and compliance requirements in the insurance industry.
Documentation and Record Keeping
- Process policies and provide the necessary documentation to customers.
- Maintain accurate and detailed records of customer interactions, feedback, and resolutions.
- Report generation.
- Undertake any other duties as may be assigned.
Requirements
- Diploma or equivalent with Certificate of General Insurance (CGI). Fresh graduates from Polytechnics are welcome.
- Possession of General Insurance Certification &/or Certification on Health Insurance will be an added advantage.
- To have at least 2 years of working experience.
- Proven experience in motor outbound sales, preferably in the insurance sector.
- Strong communication and interpersonal skills to effectively engage with customers.
- Knowledge of general insurance products, including motor, travel, home, personal accident, and health insurance.
- Results-oriented with a track record of meeting and exceeding sales targets.
- Ability to adapt to changing market conditions and customer preferences.
- Familiarity with CRM systems for efficient customer relationship management.
- Excellent negotiation and closing skills.
- A proactive and self-motivated approach to sales.
