- Design and implement effective customer retention strategies/initiatives, i.e customer campaign, premiums collection contest, lapse reinstatement, lapse prevention, surrender conservation…
- Collaborate with key stakeholders to analyze, review and optimize premiums collection strategy
- Enhance customer satisfaction (as measured by rNPS/tNPS/CSAT), and ensure proactive, value-driven engagement with customers throughout their lifecycle.
- Design and implement multi-channel contact strategies (phone, email, SMS, digital,…).
- Prepare regular reports of premiums collection, retention metrics, customer satisfaction, campaign performance,…
- Use analytics to identify trends and opportunities; Manage allowed budget
- Form, train and develop team of Customer retention & other expanded scope per business demand
- Bachelor’s degree in Business, Insurance, or related field
- 5-7 years’ experience in life insurance: customer retention, customer experience, or related roles
- Knowledge of NPS/CSAT methodologies and customer journey mapping
- Strong analytical and problem-solving skills
- Excellent communication (both Eng & Vie) and stakeholder management abilities
Skills Required
- Bachelor's degree in Business, Insurance, or related field
- 5-7 years' experience in life insurance in customer retention, customer experience, or related roles
- Knowledge of NPS/CSAT methodologies and customer journey mapping
- Strong analytical and problem-solving skills
- Excellent communication (English and Vietnamese) and stakeholder management abilities
What We Do
Chubb is the world’s largest publicly traded property and casualty insurance company. With operations in 54 countries and territories, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. As an underwriting company, we assess, assume and manage risk with insight and discipline. We service and pay our claims fairly and promptly. The company is also defined by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength and local operations globally. Parent company Chubb Limited is listed on the New York Stock Exchange (NYSE: CB) and is a component of the S&P 500 index. Chubb maintains executive offices in Zurich, New York, London, Paris and other locations, and employs 31,000 people worldwide. Additional information can be found at: chubb.com.
