Retentions Executive

**Retentions Executive
General & Medical specialise in Health Insurance and we are now looking to recruit a driven Retentions
Executive who can work as a member of the team and contribute effectively in a professional manner across
a busy office environment. You will need excellent communication skills and be able to organise your work
effectively, managing key procedures in order to enhance existing, and develop longer-term business
relationships. Through the provision and establishment of exceptional relationships, you will build an
solutions. All product training will be provided but you will need to demonstrate the desire to succeed and
the skill to communicate.

**Main Responsibilities of the Role**

Developing a good relationship with clients by providing a personal service through undertaking regular
contact calls and through cross selling if appropriate to meet client requirements.

Sourcing opportunities to promote the business by researching health and wellbeing events or hospital open
days.

Manage the renewal process on a monthly basis for all clients including corporate groups, correctly
calculating renewal premiums taking into account claims history and other factors, ensuring that appropriate
analysis of each client is carried out prior to printing documentation.

Understanding the cancellations and recovery process, improving systems where necessary and engaging
with clients and brokers to retain business or understand reasons for cancellation.

to deal with a wide variety of policy and retention-based queries from brokers, clients and prospects.

Listening to and understanding the individual needs of each customer.

Recording accurately all events / details and actions relating to specific individuals on the database.

Monitoring reviews and proactively seeking feedback from new or existing customers. Investigating reviews
where necessary in order to formulate an effective and beneficial response.

Having an understanding of how the functions of the role interlink and benefit that of other roles. The role
requires engagement across all departments to support the need to provide effective solutions.

Production of regular reports to support the business objectives and appropriate decision-making.

Monitor marketing strategies and their effects on quotes and consequent policy sales.

Monitor relevant broker business channels to shape follow-on action by sales personnel.

**What You Can Expect From Us
Regular Monday to Friday hours - no evenings, no shift work and no weekend work

Attractive Salary dependant on experience

Access to Pension Scheme

Attendance Bonus

Great Annual Leave Benefit including additional family days

Free Worldwide Multi Trip Travel Cover and discounted rate for family members

Cash benefits linked to Personal Accident, Life Cover and Critical Illness

Monthly Employee Rewards Scheme

Commitment to Employee Learning and Development

Access to Wellbeing Services and Discount Scheme

Free tea, coffee and fresh fruit

Friendly working environment in Peterborough, convenient location close to the A1

Renewal Process:
Manage renewal process on a monthly basis ensuring that timescales are adhered to

Handle any potential cancellations and work to retain client’s business

Aim to retain a minimum of 92% of clients at each renewal

Managing all communications within the Retentions Mailbox in consideration of business priorities

Analyse renewal report and make decisions on pricing in conjunction with guidelines laid out

Complete renewal report on monthly basis

Client Management:
Manage and provide a personal service to clients through two way communication by telephone, written
correspondence and site visits when appropriate.

Where necessary, contact clients prior to their yearly renewal to discuss their individual policy and work
to retain their business

Ensuring copies of all documents and letters which are sent out/issued are retained on the client file

Conduct ‘Welcome Calls’ for all new direct customers within 2-4 weeks of their policy incepting in order
to satisfy any customer queries and establish the business-customer relationship.

Adhering to Regulations:
Undertake Financial Conduct Authority (FCA) Training as required and keep up to date with any relevant
regulation changes

Ensure that own work is in accordance with set procedures and in such a way that it shows a full history
of events, which are specific and evidenced

Undertake Data Protection training as required and ensure working procedures adhere to the set
regulations

Telephone System:
Log all calls to the individual client record on the database

Assist with the handling of incoming sales calls to take messages or arrange a call back as necessary.

Flexibility and Team Work:
Work flexibly as part of a team to meet the need of the customers of the Company. Value each team
member’s contribution and help colleagues to the best of their abilities.

Professionalism:
Set a good example to other st