Role & responsibilities

1. Processing of Servicing Requests Handle financial and non-financial servicing requests within the defined turnaround time (TAT), ensuring timely and accurate resolution.

Maintain service efficiency and minimize delays through proactive tracking and follow-up.

1. Adherence to Standard Operating Procedures and Internal Guidelines Ensure all processes are executed in strict compliance with established Standard Operating Procedures (SOPs) and internal policies.

Regularly review procedures to align with evolving business and regulatory requirements.

1. Regulatory TAT Compliance Monitor and ensure adherence to regulatory timelines for processing service requests.

Implement escalation protocols for cases approaching or exceeding regulatory deadlines.

1. Audit Preparedness and Quality Assurance Maintain comprehensive documentation and process trails to support internal and external audits.

Aim for satisfactory or higher ratings by consistently meeting audit standards and addressing any identified gaps.

1. Reporting on SLA and Quality Metrics Prepare and publish reports related to Service Level Agreements (SLAs), quality performance, and operational metrics at defined intervals.

Use data insights to identify trends, improve service delivery, and support decision-making.

1.



Cross-Departmental Coordination Collaborate with various departments to ensure prompt resolution of service-related requests and complaints.

Facilitate effective communication and coordination to enhance customer satisfaction and operational efficiency.

1. Customer Communication and Relationship Management Respond to customer queries via email, phone, or portal with clarity and empathy.

Educate policyholders on servicing procedures, policy features, and available options.

Maintain a skilled and customer-centric approach to enhance satisfaction and retention.

1. Training and Knowledge Sharing

Participate in regular training sessions to stay updated on product features, regulatory changes, and system enhancements. Share best practices and updates with team members to ensure consistent service quality.
1. System and Data Management

Accurately update customer records and service request details in the system. Ensure data integrity and confidentiality in line with company policies and data protection regulations.
1. Issue Resolution and Escalation Handling

Identify and resolve servicing issues proactively. Escalate complex or unresolved cases to appropriate teams while ensuring timely follow-up and closure.
1. Process Improvement Initiatives

Contribute feedback and suggestions for improving servicing processes and customer experience. Participate in pilot projects or system testing for new servicing tools or workflows.

📌 Senior Executive - Policy Servicing (Mumbai)
🏢 IndiaFirst Life
📍 Mumbai