Conservation Officer

Role Overview

This position sits at the heart of protecting an in-force life insurance book, working directly with policyholders who are one late payment or one bad experience away from walking away. Day to day, the job holder tracks down the reasons behind missed premiums and exit requests, then moves quickly to reconnect customers with cover that still fits their circumstances. The work matters because every policy saved preserves long-term protection for families and stabilises the income and reputation of the underwriting business.

Key Responsibilities

• Scan the live portfolio for warning signs such as unpaid premiums, partial payments, bounced direct debits, failed standing orders and early surrender enquiries, then rank cases by urgency and value.
• Reach out to policyholders by phone, email, SMS or face-to-face meetings to establish the real reason a contract is drifting and agree a practical way forward.
• Chase overdue premiums through structured, documented follow-up, setting up payment plans where policy rules allow and escalating cases that breach agreed terms.
• Handle reinstatement requests for lapsed policies, checking arrears, interest, outstanding requirements and any underwriting conditions before restoring cover.
• Review surrender, cancellation and partial withdrawal applications, weigh them against retention alternatives such as premium reduction, reduced paid-up cover, fund redirection or policy loans, and recommend the option that best serves both the customer and the business.
• Coordinate with underwriting, claims, finance, branch and agency teams to clear blockers, correct records and settle customer complaints that would otherwise push a policy towards termination.
• Keep case notes, contact logs and retention data accurate, then compile regular reports on lapse reasons, amounts recovered, reinstatement rates and the success of conservation campaigns.
• Brief and coach agents, branch staff and service teams on early intervention techniques and retention practices so risks are spotted before they become losses.

Requirements & Qualifications

• Bachelor's degree in Insurance, Finance, Business Administration, Commerce or a related discipline.
• A diploma or professional qualification in insurance would strengthen an application.
• At least two years in the insurance sector, ideally within policy administration, customer service, policy servicing, collections, persistency or conservation.
• Prior exposure to life insurance servicing and customer retention is an advantage.
• Practical experience handling policy alterations, reinstatements, premium arrears and cancellation requests.
• Confident customer engagement skills, including complaint resolution and portfolio monitoring.
• Comfort with policy administration systems, spreadsheets and CRM tools, plus the analytical ability to interpret lapse trends and present findings clearly.
• Sound understanding of insurance products, contractual terms and regulatory expectations affecting policyholder dealings.
• Strong communication, negotiation and record-keeping discipline, with the resilience to handle difficult conversations.