Policy Retention Assistant

Old Mutual Nigeria

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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.



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 (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.

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.

This job originally appeared elsewhere.



Old Mutual Nigeria

Job Level

Experienced (Non-Manager)




Sales/Business Development and Customer Service

Job Type


Minimum Qualification


Preferred Years of Experience

1 - 3 years

Application Deadline