Executive - Customer Engagement (Agency)

Position

Department

Reporting to

Location

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 and Health Claims processing

• Handling compliance issues.

• Audit Rating

Measure of Success:

• Service to Delight- 3Days

• Customer Engagement - 70%

• Surrender Retention - 68%

• NPS-85

• 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

Desired qualifications and experience:

• Graduate / Post-Graduate in any discipline.

• 1-3 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