2.0 - 6.0 years

0 Lacs

hyderabad, telangana

On-site

The primary purpose of this role is to conduct tracking of shipments for customers (excluding national & regional key accounts) following defined standard operating procedures (SOPs). You will be responsible for identifying instances of late delivery, non-delivery, return to origin, and other related exceptions, and actively follow up for closure as per the established procedures. Keeping the Team Lead informed by preparing and sending updates on these cases is also an essential aspect of this role. Moreover, you will be required to identify held back shipments and ensure timely clearances while preparing updates on these cases for the Team Lead. Handling customer claim requests and escalations received from the contact center in a prompt manner is another crucial responsibility. Directly addressing specific customer complaints, ensuring regular follow-ups for issue resolution, and monitoring and updating Turnaround Times (TATs) for delivery performance tracking are key duties associated with this position. Additionally, you will be responsible for preparing reports on TATs achieved regularly and managing customer claim requests according to company policies and procedures. Professional handling of calls within specified timelines is also a significant component of this role. In conclusion, the key responsibilities of this position include conducting thorough tracking of shipments, actively resolving delivery-related issues, preparing updates for the Team Lead, managing customer complaints and claim requests, monitoring delivery performance metrics, and ensuring professional call handling within stipulated timelines.,

Posted 2 days ago

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Title Complaints & Escalated Claims Specialist Assurant

7.0 - 11.0 years

0 Lacs

maharashtra

On-site

As a Complaints & Escalated Claims Specialist at Assurant-India, you will report to the Outsource Vendor Manager, CL and serve as the primary point of contact for complaints and escalated claim inquiries. Your responsibilities will include resolving formal complaints, tracking escalation data for operational and reporting purposes, proposing settlement agreements, and overseeing the company's Complaints Claims Assessment system and processes. This role will be based in our Mumbai, India office. Your duties and responsibilities in this position will involve overseeing the Complaints Claims Assessment system and processes, managing multiple issues simultaneously, independently assessing and reviewing claims and complaints based on terms and conditions, conducting reviews on high-value claims, escalating serious or urgent cases to the MD, identifying process improvement opportunities, communicating with medical advisors on complex cases, ensuring compliance with Service Level Agreements and regulatory timelines, logging and tracking each issue in multiple systems for reporting purposes, and maintaining high levels of complaint-handling skills in accordance with service level agreements, contracts, and policy conditions. To be successful in this role, you should have at least 7 years of experience in composing responses to external contacts, experience in claim handling and complaint resolution, work experience in the insurance industry, and a background in customer-focused roles.,

Posted 1 week ago

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