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 TATCustomer Engagement - 70%Surrender Retention - 70%NPS-90100% Banking with 24 hours.Vendor payment TAT should beSurrender Requests100 % Accuracy of POS requests100 % Accuracy of Customer serviceZero Day upload of POS & Claims Docs in FTP server.Audit rating 2Service 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 servicesKnowledge of service quality is requiredKnowledge and skills required :
Must be highly customer centricExcellent communication skillsGood co-ordination skillsData management on Excel should be good