Client Relationship Executive

Job Title: Customer Relationship & Experience Manager

🏢 Department: Customer Service / Relationship Management

📍 Location: Esplanade, Kolkata

👤 Reports To: Head – Customer Success / Customer Experience / Branch Manager

🎯 Role Objective:

To strengthen customer relationships 🤝 and drive long-term engagement, renewals, and business growth for Kotak Life Insurance.

The role requires regular client interactions, personalized communication, and a relationship-driven sales approach — ensuring every policyholder feels valued and supported throughout their financial journey.

Additionally, the role contributes to recruiting and developing new clients/advisors to expand the Kotak Life customer base.

🚀 Core Responsibilities:

📞 Client Calling, Engagement & Relationship Building

Make regular outbound calls to existing and potential clients for follow-ups, renewals, and relationship nurturing.

Build long-term, trust-based relationships by understanding customers’ financial goals, protection needs, and life-stage priorities.

Conduct periodic relationship meetings (in-person or virtual) to enhance engagement.

Provide personalized guidance on insurance plans, riders, and benefits that match client needs.

Ensure a consistent, positive client experience through timely updates and professional communication.

🔁 Retention, Renewals & Upselling

Drive policy renewals and proactively reduce policy lapses.

Promote add-on products and cross-sell / upsell opportunities to deepen wallet share.

Educate clients on Kotak Life’s digital tools, customer portals, and self-service options.

Implement customer loyalty programs to build long-term retention.

👥 Client & Advisor Recruitment / Portfolio Growth

Identify potential customers through referrals, lead generation, and networking.

Assist in recruiting and onboarding advisors / agents to grow the customer base.

Partner with advisors to help manage and expand their client portfolios.

Support branch efforts in local market development and brand visibility.

⚙️ Service Excellence & Delivery