Executive - Customer Engagement (Agency)

Position

Department

Reporting to

Location

Key Responsibilities:

Handling Digital Calls (Call Quality Audit Process Adherence)

Query resolution and Service request processing at Digital Calls.

Service to Sales/Recruitment lead Generation and Conversion.

Ensuring 13M & 25M persistency collection.

Retaining customer coming in for Surrender/ECS/FLC/E2R

New Business WIP Management

Statutory Compliance & Branch Risk Rating

Training & Certification

Measure of Success:

1. Total Duration for which the user was active (As per the OD’s)

2. No of calls attended by the User (As per the OD’s)

3. Average Call handling Time (As per the OD’s)

4. Time taken(lag) to pick up the call (As per the OD’s)

1.  Ensuring timely and accurate resolution (Reduction in service grievance & CXO escalation)

2. Digital NPS/ Surrender NPS (As per the Goal Sheet)

3.  POS decline Management (As per the Goal Sheet)

4.  WIP Management

5.  S2S/R Lead Generation and follow-up with Distribution till conversion

1. Monthly Calling on 13M & 25M Callable base assigned

2. Weekly follow-up with Distribution on Unpaid Cases (Non Contactable/Deferred/Refuse to pay Cases)

1. Surrender Retention both on value & Volume. (As per the Goal Sheet)

2. ECS Retention both on value & Volume. (As per the Goal Sheet)

3.  Free-look retention Value (As per the Goal Sheet)

4. E2R Retention Volume. (As per the Goal Sheet)

1.WIP Management

2. P2A (Paid to Applied) (As per the Goal Sheet)

2. FTR (First Time Right) (As per the Goal Sheet)

3. E-Nach adoption(Online ECS Registration)

4. Agent engagement (NPS)

Ensuring Statutory, Compliance and Grievances display in al the respecting mapped branches.

Actively take part in training s and ensure clearing all  the assigned assessments on stipulated time.

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 G3V3 & have completed 18 months in the current role.

FOR LATERAL MOVEMENT, candidate should have completed at least 12 months in the current role & have a minimum performance rating of G3V3

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