Executive - Customer Engagement (Agency)

Position

Department

Reporting to

Location

Key Responsibilities:

Handling Digital Calls

Processing of New Business Queries

Discrepancy Management - FOP s

WIP Management

Handling Field Ops Queries & Complaints

Processing of cheques / cash / credit card

Policy Coll clearance

Petty Cash Management

Vendor Management

Statutory and Facility Management

Agency Contract - Existing agents

Adherence to all regulatory requirements

Processing of customer request - POS

Sales to Service & Recruitment.

Persistency -13th and 25th Month

Customer Retention and Revenue

Freelook Retention

Measure of Success:

Applied to Paid ratio > 95%

Reduction in discrepancy rate

Resolution of GO actionable with TAT

Customer / Distribution satisfaction score +3.5

100% in Day 1

Adhere to the laid down process and guidelines

Timely processing of docs within 2 days of receipt

Agent Query and Code follow-up

Processing the agent reimbursement as per guidelines and accurately

POS accuracy at 97% and Decline at 3%

Collection of 13+25 Month >90%

Surrender/Retention>70%,ECS Retention>60%

Desired qualifications and experience:

Must have a minimum of 2-3 years Insurance experience of which at least 2 yrs in customer service / operations / Finance

v ELIGIBILITY

Candidates who have a performance rating of G2M2 & have completed 12 months in the current role

Candidates who have a performance rating of G3M3 & have completed 18 months in the current role

FOR LATERAL MOVEMENT, candidate should have completed atleast 12 months in the current role & have a minimum performance rating of G3M3

Knowledge and skills required:

Ability to work in a fast paced environment

Strong people skills

Good co-ordination skills

Data management on Excel should be good

Accounting Knowledge

Customer Centric