Old Mutual Nigeria

Policy Retention Assistant

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Old Mutual Nigeria is recruiting for Contract Policy Retention Assistant

Job Description

Old Mutual Nigeria consists of a Life Assurance and General Insurance business and provides a wide spectrum of insurance solutions tailored to meet unique individual and corporate clients' circumstances.

We are recruiting to fill the position below:

Job Title: Policy Retention Assistant


Location: Nigeria 

Contract: Temporary / Contract

Category: Insurance

Key Focus

  • This role is individually accountable for assisting a variety of clients telephonically, electronically or face to face, in accordance with business, process and compliance rules
  • This role is accountable for all client retention efforts within the Retail Mass Market Cluster.


  • Provides telephonic, electronic and face-to-face service to customers and intermediaries.
  • Make calls to Customers informing them about the status of their RMM policies and renewable policies according to the standard operating procedure.
  • Handles customer objections swiftly and appropriately ensuring maximum retention at all times.
  • Assists other team members when necessary (i.e. following up to close a renewal or sales leads).
  • Some technical knowledge required on GI and Life products together with knowledge of the processes involved.
  • Performs any other function assigned by Line Manager.

Key Result Areas
Business Retention Monitoring:

  • Where possible, create further interest in the company's services by inviting customers to use all services and take up products offered.
  • Seek referrals from satisfied customers and direct same to the appropriate sales channel for follow-up and closing.
  • Conduct a daily review of the status of existing policies to ensure retention of customers.

Building New Retention Capabilities:

  • Reduce policy cancellations/ surrenders by proffering alternative solutions  to Customers who intend to surrender or cancel their policies.
  • Timely resolve Customer Complaints resulting from policy renewals, cancellations or surrender.
  • Contribute ideas for the improvement of standards and services.


  • Escalate and Redirect complex and technical issues to the Unit head or team leads.

Client Retention Activities:

  • Engage with Customers on cancellation/ surrender requests to gain insight to the reasons for their request.
  • Follow-through with all failed payments by contacting customers through all the approved available communication channels.
  • Provide data feedback to all sales teams on premium collection status.
  • Provide a high level of personalized Customer service experience to all Customers.
  • Update all daily interactions  with customers on the Renewal/ RMM policy retention spreadsheet.
  • Update the Renewal / Policy retention database with changes and status of each customer.
  • Daily track policy renewals.

Stakeholder Management:

  • Relationship building - Initiates, maintains and manages relationships with third parties in relation to client retention


  • Provide weekly reports for policy status trends on OIPA and TIA.
Job Requirements
Minimum years of experience


Other Requirements

Minimum Requirements

  • Bachelor's Degree (as a minimum).
  • Minimum of 2 years in a Customer Service role.
  • Insurance industry experience.
  • Knowledge of Life Insurance & General Insurance products.
  • I.T proficiency (good knowledge of MS packages – Word, Excel, PowerPoint).
  • Very good communication skills (verbal and written).
  • Must have a passion for Sales / Customer service.
  • Very good Excel skills will be an added advantage.

Application Closing Date
13th July, 2018.

How to Apply
Interested and qualified candidates should:
Use link to apply online

This job is no longer accepting applications.

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About Old Mutual Nigeria
Old Mutual in Nigeria, comprising a Life Assurance and General Insurance business, is a subsidiary of Old Mutual Limited, a premium African financial services group that offers life protection, general insurance, savings, investments and lending services to 11.3 million customers in 13 countries across Africa and China.Old Mutual has been operating in Nigeria since March 2013, having acquired the majority stake in Oceanic Life Assurance Company. In January 2014, Old Mutual also acquired a majori...
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Job Summary
June 29, 2018
Offer Type
Minimum of 2years
July 13, 2018
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