Senior Associate - Branch Operations

About HDFC Life

Purpose of the Job

Duties & Responsibilities:

- Customer Relationship and Services: • Interacting with external customers and internal customers and addressing their queries, requests and complaints.• Upfront Complaint Resolution• Complaints Management.

- New Business Processing: • Handling end to end New business processing • Scrutiny of accepted New Business application forms, recording rejections• Creation of client IDs and receipting of money.

Policy Servicing : • Processing all policy servicing txns and follow-up with HUB for same day processing and NAV allocation

• Refunds processing and dispatch
• Undelivered policy documents tracking and management.
• Maintenance of all files and registers.
• Minor alteration like COA ( Change of Address)
• Answering queries on phone from Channel partner, FCs as well as customers. (Most of the coex calls up branch where they login the form for basic customer related information categorically for existing customers.

Claims: collecting documents from claimant/field visits to claimant, or other parties involved like public hospitals, police station etc (As and when case requires)/follow ups with Claims department for processing, decision and claim cheque hand-over process.

Documentation: Maintenance and updating of all kinds of Reports like MINT, PEPPER WONDERS, Files and Registers, Updation of Customers information.

Business Retention: to ensure business retention by averting lookins/withdrawal/ surrenders/premium reduction that also involves coordination with sales colleagues and HUB.

Persistency/Revival: • Revival calling for lapsed and paid-up policies for reinstatement. That frequently requires visiting customers place to convince them on reinstating policies.

Lead Generations:• Generating leads and seeking appointment with all walk-in customers for pitching repurchase.

• System updation, lead allocation and follow ups with Sales for lead closure.
• Take proactive initiatives related to revenue generation through cost reduction, productivity enhancement and process improvement.

Knowledge, Skills & Abilities:

Educational Qualification: Minimum Graduate

Age- 28 to 38 yrs

Work Experience: Minimum 2 years of experience in operations, Customer Service, Backend operations preferably from Insurance or Banking sector. Required Skills: Good communication skills, MS Office