Customer Operations Executive

Job Summary

The Customer Operations Department is responsible for delivering seamless policy servicing and customer support throughout the policy lifecycle. The team ensures accurate processing of customer requests, policy administration, regulatory compliance, service quality, and customer satisfaction while maintaining operational efficiency.

Key Responsibilities

Policy Servicing & Administration

• Process policy issuance, endorsements, renewals, and policy alterations.
• Handle requests related to:
• Address/contact updates
• Nomination changes
• Premium mode changes
• Fund switches (ULIP policies)
• Revival of lapsed policies
• Policy duplication and corrections
• Ensure accurate maintenance of customer records in policy administration systems.

Customer Query Resolution

• Respond to customer inquiries via phone, email, branch visits, and digital channels.
• Provide information regarding:
• Policy benefits
• Premium payments
• Claims process
• Surrender and maturity values
• Tax certificates and statements
• Resolve complaints within defined turnaround times (TAT).

Claims & Benefits Processing

• Coordinate with claims and underwriting teams.
• Support processing of:
• Death claims
• Maturity claims
• Survival benefits
• Partial withdrawals
• Surrender requests
• Ensure documentation is complete and compliant.

Premium Collection Support

• Monitor premium payment status.
• Support customers regarding payment issues.
• Coordinate lapsation and revival activities.
• Generate reminders and follow-up communications.

Compliance & Risk Management

• Adhere to IRDAI guidelines, company policies, and regulatory requirements.
• Maintain confidentiality of customer information.
• Ensure audit readiness and process compliance.
• Identify and report operational risks and process gaps.

Operational Excellence

• Achieve defined service levels and productivity targets.
• Monitor and improve operational processes.
• Maintain accuracy and quality standards.
• Participate in automation and continuous improvement initiatives.

Stakeholder Coordination

• Collaborate with:
• Sales teams
• Branch operations
• Underwriting
• Claims department
• Finance teams
• Call center operations
• Support resolution of escalated customer cases.

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)
• First Contact Resolution (FCR)
• Service Request Turnaround Time (TAT)
• Complaint Resolution Rate
• Operational Accuracy Rate
• Productivity Targets
• Compliance and Audit Scores

Required Qualifications

Education

• Bachelor's Degree in any discipline.
• MBA or Insurance-related certifications preferred.

Experience

• 1-5 years of experience in Life Insurance Operations, Customer Service, or Policy Servicing.
• Freshers may be considered for entry-level roles.

Required Skills

Technical Skills

• Knowledge of life insurance products and policy servicing.
• Understanding of IRDAI regulations.
• MS Office (Excel, Word, PowerPoint).
• Experience with CRM and policy administration systems.

Behavioral Skills

• Customer-centric mindset.
• Strong communication skills.
• Problem-solving ability.
• Attention to detail.
• Time management.
• Team collaboration.
• Process orientation.

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