Associate Manager – Grievance handling

From 2 to 4 year(s) of experience
₹ Not Disclosed by Recruiter

Job Description

Roles and Responsibilities


ABOUT THE DEPARTMENT

The department consists of various verticals that cater to different customer service aspects including customer interactions at the service touch points, customer communication & digital service platforms.


PURPOSE OF THE JOB

Front end customer interactions for policy servicing queries , requests and complaints for NRI customers
Strict TAT compliance for response to customers writing to NRI Services
Improve  VOC Scores and reduce Policy Servicing complaints for NRI Customers
Identify gaps in processes and work on projects, processes and initiatives in order to make our customer journeys simple, seamless and frictionless across the value chain to prevent issues from occurring.


DUTIES & RESPONSIBILITIES

1. Responsible for resolving customer queries and service requests received through email
2. Ensure service interactions are dealt with promptly including service recovery
3. Coordinate with internal teams to ensure the requests are closed in a timely manner
4.Deliver best in class customer experience in the service interactions leading to improved VOC
5. Identify gaps in existing processes and work with various project teams to drive improvements
6. Ensure SLA's, TAT's, Productivity and Quality metrics are met as per defined targets
7.Monitor quality of responses whether First time Right in providing resolution have been followed
8.Improve connect with customers through engagement activity and understand why customers have emailed and provide resolution
9. Posses sound knowledge on HDFC Life Products and Process



Desired Candidate Profile

Minimum 2 years of experience in customer handling role

Experience in HNI NRI Customer Handling will be an added advantage




Role:Customer Service

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

Education

UG:Any Graduate

Company Profile

HDFC LIFE INSURANCE COMPANY LIMITED

HDFC Life, one of India€™s leading private life insurance companies, offers a range of individual and group insurance solutions. It is a joint venture between Housing Development Finance Corporation Limited (HDFC), India€™s leading housing finance institution and Standard Life plc, the leading provider of financial services in the United Kingdom.

HDFC Life€™s product portfolio comprises solutions, which meet various customer needs such as Protection, Pension, Savings, Investment and Health. Customers have the added advantage of customizing the plans, by adding optional benefits called riders, at a nominal price. The company currently has 37 retail and 8 group products in its portfolio, along with 9 optional riders catering to the savings, investment, protection and retirement needs of customers.

HDFC Life continues to have one of the widest reaches among new insurance companies with about 500 branches in India touching customers in over 900 cities and towns. The company has also established a liaison office in Dubai. HDFC Life has a strong presence in its existing markets with a strong base of Financial Consultants. For more information, please visit our website, www.hdfclife.com
Company Info
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Contact Company:HDFC LIFE INSURANCE COMPANY LIMITED

Address:LODHA EXCELUS,13TH FLOOR,,N M JOSHI MARG,MAHALAXMI, MUMBAI, Maharashtra, India