Executive - Customer Engagement (Agency)

Career Opportunities Job Code: IJP-Executive - Customer Engagement (Agency)

Position

Executive - Customer Engagement No. of Positions 1

Department

Operations Function Operations Agency

Reporting to

Sr. Manager - Customer Engagement Band 5

Location

Karnal Last date of submission

Key Responsibilities:

Managing office administration assets and upkeep of the same.

Agents Contracting

New Business Processing

Banking of Initial & Renewal Premium

Managing Petty cash & vendor payments

Retention of Surrender Requests

Execution of all Service Requests - Post Policy Issuance

Reverting on customer queries and complaints

Maintaining high NPS Scores

Life Claims processing

Handling compliance issues.

Audit Rating

Measure of Success:

• Service to Delight-NPS-90 & 3 days TAT
• Customer Engagement - 70%
• Surrender Retention - 70%
• NPS-90
• 100% Banking with 24 hours.
• Vendor payment TAT should be
• Surrender Requests
• 100 % Accuracy of POS requests
• 100 % Accuracy of Customer service
• Zero Day upload of POS & Claims Docs in FTP server.
• Audit rating 2
• Service to Recruitment-100%
• Service to Sales(Agency & Cat)-100%
• Persistency-90%
• Freelook to retain-45%

Desired qualifications and experience:

Graduate / Post-Graduate in any discipline.

2-3 years experience handling front end customer services

Knowledge of service quality is required

Knowledge and skills required:

• Must be highly customer centric
• Excellent communication skills
• Good co-ordination skills
• Data management on Excel should be good

Disclaimer: This job posting & Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.