What are we looking for?

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 easy, 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 Mumbai (India)
🏢 HDFC Life
📍 India