Executive - Customer Engagement (Agency)

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 TAT
• Customer Engagement - 70%
• Surrender Retention - 70%
• NPS-90
• 100% Banking with 24 hours.
• Vendor payment TAT should be < 10 days
• Surrender Requests <1%
• 100 % Accuracy of POS requests
• 100 % Accuracy of Customer service
• Zero Day upload of POS & Claims Docs in FTP server.
• Audit rating 2 
• Service 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 services

·         Knowledge of service quality is required

Knowledge and skills required:

• Must be highly customer centric
• Excellent communication skills
• Good co-ordination skills
• Data management on Excel should be good