Description: The role will focus on process improvement for optimum customer experience. This role will be part of Customer Relations & Retention team.
Qualifications: Bachelors degree in Business or relevant field, Masters degree preferred
Experience: 7-10 years progressive customer facing experience Exceptional customer focus with ability to understand customer needs
Skills: Ability to interact and communicate effectively at all levels of the organization Proven process improvement, Lean Six Sigma methodology experience Excellent oral, written and presentation skills Problem solving ability in a complex environment Ability to think strategically and execute to get results Proven commitment to achieve goals Ability to design and drive performance improvement Customer centric with the ability to balance customer benefits and business goals effectively Strong organizational skills with the ability to execute/implement on strategic design Capability to manage multiple priorities, manage virtual teams and gain cooperation while driving accountability
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases