A. Position Overview :

Position Title -

Executive / Sr. Executive-Customer Services (Complaints handling)

Department -

Operations Customer Service

Level/ Band -

Exec or Sr.Exec

Role Summary -
- Ensure that the complaints are registered and responded to within the stipulated TATs and in line with the Quality expectation.
- Complaint management which would require contacting the customers and understanding and assisting in resolving the complaint.
- Collaborating with sales and operations stakeholder teams to provide end-to-end resolution to customer queries and concerns.
- Identify Root Cause for complaints and highlight the same to the supervisor and quality team.
- Handling complaints received in the form of Legal notices or received from the Consumer Forum or the Ombudsman and ensuring that they are adequately addressed.
- Handling complaints pertaining to claims and ensuring that responses are sent out within the regulatory timeline for closure.

B. Organizational Relationships :

Reports To -

Manager Customer Service

Supervises -

Individual contributor

C.



Job Dimensions :

Geographic Area Covered

All locations from the HO

Stakeholders Internal

All Departments

Stakeholders External

All Customers and Business Partners

D. Key Result Areas :
- Effective handling and timely resolution of key customer complaints with a view to bring about customer satisfaction.
- Maintain average TAT & Productivity of customer complaints
- Ensuring quality excellence
- Prioritization of transactions considering regulatory impact
- Provide feedback to team leadership on any process related improvement
- Co-ordinates with legal & Compliance departments to resolve complaints received from IRDA/Ombudsman or legal notices
- Following the SOPs and ensuring 100 % compliance

E. Skills Required :

Technical -
- Listening skills, Communication skills (spoken and written),
- Knowledge of insurance processes
- Basic Knowledge of Insurance preferred
- MS Office

Behavioral -
- In

📌 Executive / Senior Executive - Customer Service (Thane)
🏢 TATA AIA LIFE INSURANCE
📍 Thane