Senior Associate- Service Recovery

Designation: Senior Associate

About the Department

Service recovery is a customer grievance handling unit. The touch points are IRDA complaints, PMO office, IGMS, Branches, call centre/e-mail/chat/letters, customer walk-ins, legal and Sr. Management escalations.

The interventions are manual in nature as the team is responsible for doing Case Start of the grievances to log the grievances received from above different touch points. To maintain records of the cases logged in our system and to share with Service Recovery Officers to address the concern.

What does the job entail?

• Responsible for reviewing and registering for customer complaints escalated through various channels.
• Ownership and accountability of task assigned
• Ensure TAT's, Productivity and Accuracy metrics are met as per defined targets.
• Working knowledge of excel and MS tools.
• Proven track record and a qualitative bent of mind and attention to detail.
• Should have a collaborative approach and be a team player extending support to other members where required.

Essential conditions:

• Education: Graduation
• Work exp: 1+ years
• Work related skills: Good in Excel, data management and good communication skills (spoken and written).