Associate Manager – Customer connect

From 2 to 7 year(s) of experience
₹ Not Disclosed by Recruiter

Job Description

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:
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

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.
Company Info
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Contact Company:HDFC Life

Website:http://careers.hdfclife.com