Front end customer interactions for policy servicing queries , requests and complaints for HNI/NRI customers
Improve Servicing TAT, VOC Scores and reduce Policy Servicing complaints for HNI Customers
Adherence to resolution quality parameters and ensuring Nil observations in SDA and Concurrent Audit
Extend customer reach through outbound call for explaining FR raised, understanding email concerns & recovery of lost service grounds
Identify gaps in processes and work on projects, processes and initiatives in order to make our customer journeys straightforward, seamless and frictionaless across the value chain to prevent issues from re occuring
Provide end to end resolution of HNI QRC within TAT
Responsible for proactive outreach to HNi/NRI customers to help them get their payout released/PS,Maturity/Annuity processed within TAT by ensuring complaince of FR raised
Response for outreach to customers where Maturity/Annuity/ Surrender refunds is on hold due to FR and ensure submission and process of transaction within TAT
Responsible for reducing FR raised at Email touchpoint for seamless service delivery
Responsible for reduction of HNI/NRI Unclaimed balance
What does the job entail?
Responsible for resolving customer queries and service requests received through email
Ensure service interactions are dealt with promptly including service recovery
Responsible for closing HNI Policy Servicing FR raised with TAT
Responsible for ensuring Maturity and Annuity credits happen to customers on due dates by co ordinating with customers and stakeholders for submission and process of requests on time
Drive targets for ensuring HNI/NRI Unclaimed balance
Drive targets for reducing email FRs by curbing trigger of incorrect FR /Co ordinating with customer for faster closure of FRs
Deliver best in class customer experience in the service interactions leading to improved VOC
Identify gaps in existing processes and work with various project teams to drive improvements
Ensure SLA's, TAT's, Productivity and Quality metrics are met as per defined targets
Work Experience
2+ years
Essential Qualification
Graduate
Preferred Skills
Email Desk Management, Excellent written and verbal communication skills.
📌 Associate Mgr- Annuity, Loan & Segments - Annuity, Loan and Segments (India)
🏢 HDFC Life
📍 India
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