Team Leader - CRU - Gurugram Canara HSBC Life Insurance Company

5.0 - 10.0 years

4 - 6 Lacs

gurugram

Work from Office

Meeting with clients to discuss complaints and offer solutions to any problems they may be experiencing with their current service providers Documenting all activities related to each complaint for easy reference in future conversations with the customer Taking detailed notes during conversations with clients to ensure all important details are included in the case file Working with legal staff to investigate allegations of illegal activity or misconduct by company employees Coordinating with other departments such as human resources, accounting, and operations to ensure that a complaint is resolved satisfactorily Following up with customers to ensure that they are satisfied with the resolution of their complaint Resolving customer complaints quickly and efficiently with great attention to detail To oversee the Priory complaints process to include determination of whether legal advice is required on issues relating to complaints. Initiate process improvement initiatives across key customer impacting areas. Provide standardized and consistent information of complaints. Act as a centralized desk and be the SPOC for all concerns received from customers, clients, or other stakeholders To oversee the Priory complaints process to include determination of whether legal advice is required on issues relating to complaints To assist in the development and maintenance of systems for the management and administration of complaints To assist in the development and management of procedures and policies for complaints To develop and deliver education and training in relation to complaints management Day-to-day management of the team in their role of ensuring that all new complaints received centrally (via post, email, head office, telephone calls or from external bodies e.g. solicitors, regulatory bodies etc.) are assigned for investigation and response by the relevant Service Manager in an effective andtimely manner. Facilitating the monitoring and accurate recording of all complaints received, monitoring investigation/response deadlines (and reporting on same) by seeking regular updates from Service

Posted 1 week ago

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