Enrollment and Retention Head

3 days ago

Binondo Metro Manila, Philippines Pioneer Hollard Inc. Full time ₱1,500,000 - ₱2,500,000 per year

· Manages the day-to-day operations of enrollment and collections team in a call center environment

· Oversees insurance policy enrollments, sets team goals, and ensures that collectors meet their daily productivity while adhering to standard operating procedures

· Prepares and submits collection and progress reports to the management (daily, weekly, monthly ad-hoc)

· Regularly audits and monitors all insurance policies and ensures its timely enforcement

· Facilitates coordination with concerned departments, such as but not limited to company cashiering team, policy services and sales, in order to ensure that customer and product commitments are met, in accordance with SLA's, targets and standard operating procedures

· Keeps track of declined transactions trends and other budget-related concerns of clients and provide analysis to the relevant departments to support continuous improvement efforts

· Reviews and evaluates lapsed and soon to lapse policies and determine appropriate actions to remedy root causes

· Monitors, schedules and administers other collection requests and transmittals via the Head Office and other Business units

· Strictly follows and implements the Data Privacy Law, AMLA regulations, PCI-DSS rules and all other policies, legislation and standard operating procedures related to handling customer and business data

· In charge of the consolidation and submission of daily collections report to Cashier Team

· Manages all Auto-Debit Arrangement (ADA) payment transactions and ensures that all pertinent forms are submitted by the client for automatic payment enrolment process

· Manages the productivity of Retention Officers to ensure targeted contact and save rates are achieved

· Manages the productivity of Enrollment Collectors to ensure targeted attempt rates and successes rates are achieved, supporting the achievement of the Business Paid Rate targets

· Ensure Quality Standards are maintained by the Retentions officers (target QA score is achieved on all outbound calls) and service-related cancellation requests are minimized

· Prepare retention leads (weekly) for system upload and callouts

· Ensure Retention lead utilization of 100% is achieved

· Ensure daily reconciliation of policies sold (as reported by the sales team) and issued by the sales system

· Escalate and resolve any issues related to policy issuance and payment collection

· Ensure that all processes are fully compliant with the approved Retention and Enrollment Standard Operating Procedures

· Report and monitor resolution of Retention/Payment System issues as per approved issue/fault logging protocols

· Manage all system change requests related to required Retention/Enrollment enhancements as per the approved processes

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