Customer Service Executive/Senior Executive

Job Roles and Responsibilities for a Customer Service Executive in Health Insurance 1. Customer Support: o Respond to customer inquiries about health insurance policies, claims, and coverage details. o Provide clear and accurate information about policy terms, conditions, and exclusions. 2. Policy Management: o Assist customers with policy issuance, renewals, and cancellations. o Guide customers through the process of upgrading or modifying existing policies. 3. Claim Assistance: o Help customers with the claims submission process. o Track claims status and provide timely updates. o Liaise with internal teams to resolve claim-related issues. 4. Complaint Handling: o Address customer grievances promptly and effectively. o Escalate unresolved issues to higher management or relevant departments. 5. Documentation: o Ensure all customer interactions are recorded accurately in the system. o Maintain up-to-date customer records and policy documentation. 6. Product Knowledge: o Stay updated on new health insurance products, features, and regulatory changes. o Educate customers about available plans and recommend suitable options. 7. Compliance: o Adhere to industry regulations and company policies while interacting with customers. o Ensure all documentation and processes meet compliance standards. Job Roles and Responsibilities for a Customer Service Executive in Motor Insurance 1. Customer Assistance: o Respond to customer inquiries about motor insurance policies, premium calculations, and coverage details. o Guide customers through online or offline policy purchase processes. 2. Claims Support: o Assist customers in filing claims for vehicle damage, theft, or accidents. o Coordinate with surveyors, garages, and internal teams for smooth claim settlements. 3. Renewals and Cancellations: o Proactively follow up with customers for policy renewals. o Manage cancellations and refunds as per company policies. 4. Complaint Resolution: o Handle customer complaints related to motor insurance services. o Ensure timely resolution of issues, escalating when necessary. 5. Documentation and Compliance: o Maintain accurate records of customer interactions and transactions. o Ensure adherence to regulatory requirements and company policies. 6. Cross-Selling and Up-Selling: o Identify opportunities to recommend add-on covers or higher coverage plans. o Promote related insurance products like personal accident cover. 7. Roadside Assistance Coordination: o Assist customers in availing roadside assistance services as part of their motor insurance policy. o Coordinate with service providers for timely support. 8. Product Knowledge: o Keep abreast of motor insurance products, market trends, and competitor offerings. o Provide clear explanations of policy features and benefits to customers.

Skills Required for Both Roles: Strong communication and interpersonal skills. Problem-solving and critical-thinking abilities. ¢ Proficiency in using CRM software and other relevant tools. ¢ Good knowledge of insurance products and regulatory requirements. ¢ Ability to handle stress and multitask effectively.