Associate Manager – Customer connect
Roles and Responsibilities
About HDFC Life:
HDFC Life, one of India’s leading private life insurance companies, offers a range of individual and group insurance solutions. HDFC Life continues to have one of the widest reaches among new insurance companies with about 380+ branches in India touching customers in over 900 cities and towns. Our long-stated strategy of balanced product mix, diversified distribution, continuous product innovation and re-imagining insurance through effective use of technology has enabled us to continue our journey
despite the ever-changing external environment.
Purpose of the Job:
DUTIES & RESPONSIBILITIES
1. Responsible for resolving customer queries and service requests received through email and call
center
2. Coordinate with internal teams to ensure the requests are closed in a timely manner
3. Deliver best in class customer experience in the service interactions leading to improved VOC
4. Identify gaps in existing processes and work with various project teams to drive improvements
5. Ensure SLA's, TAT's, Productivity and Quality metrics are met as per defined targets
6. Monitor & maintain quality of the transactions and interactions
Knowledge skills & abilities
Minimum 2 + yrs of experience with knowledge of Insurance domain and customer servicing background
Good written & Verbal communication skills
Knowledge of basic MS Excel, Word & PowerPoint
Problem solving & analytical skills
Minimum qualification- Graduation
Should come across as a warm & assertive team player with ability to adapt with changes
Candidate should have ability to learn & innovate in providing differential service experience
Front end customer interactions for policy servicing queries and requests on emails and calls
Ensure service requests and queries are resolved to customer satisfaction
Improve Servicing metrics like TAT, VOC Scores and reduce Policy Servicing complaints
Ensure service requests and queries are resolved to customer satisfaction
Improve Servicing metrics like TAT, VOC Scores and reduce Policy Servicing complaints
DUTIES & RESPONSIBILITIES
1. Responsible for resolving customer queries and service requests received through email and call
center
2. Coordinate with internal teams to ensure the requests are closed in a timely manner
3. Deliver best in class customer experience in the service interactions leading to improved VOC
4. Identify gaps in existing processes and work with various project teams to drive improvements
5. Ensure SLA's, TAT's, Productivity and Quality metrics are met as per defined targets
6. Monitor & maintain quality of the transactions and interactions
Knowledge skills & abilities
Minimum 2 + yrs of experience with knowledge of Insurance domain and customer servicing background
Good written & Verbal communication skills
Knowledge of basic MS Excel, Word & PowerPoint
Problem solving & analytical skills
Minimum qualification- Graduation
Should come across as a warm & assertive team player with ability to adapt with changes
Candidate should have ability to learn & innovate in providing differential service experience
Role:Customer Success, Service & Operations - Other
Salary: Not Disclosed by Recruiter
Industry:Insurance
Functional Area:Customer Success, Service & Operations
Role Category:Customer Success, Service & Operations - Other
Employment Type:Full Time, Permanent
Key Skills
Skills highlighted with ‘‘ are preferred keyskills
Education
UG:Any Graduate
Company Profile
HDFC Life
About HDFC Life:
HDFC Life, one of India’s leading private life insurance companies, offers a range of individual and group insurance solutions. HDFC Life continues to have one of the widest reaches among new insurance companies with about 380+ branches in India touching customers in over 900 cities and towns. Our long-stated strategy of balanced product mix, diversified distribution, continuous product innovation and re-imagining insurance through effective use of technology has enabled us to continue our journey
despite the ever-changing external environment.
HDFC Life, one of India’s leading private life insurance companies, offers a range of individual and group insurance solutions. HDFC Life continues to have one of the widest reaches among new insurance companies with about 380+ branches in India touching customers in over 900 cities and towns. Our long-stated strategy of balanced product mix, diversified distribution, continuous product innovation and re-imagining insurance through effective use of technology has enabled us to continue our journey
despite the ever-changing external environment.
Company Info
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Contact Company:HDFC Life
Website:http://careers.hdfclife.com