Career OpportunitiesJob Code: IJP-Executive - Customer Engagement (Agency)Position
Executive – Customer EngagementNo. of Positions1Department
OperationsFunctionOperations AgencyReporting to
Sr. Manager - Customer EngagementBand5Location
KarnalLast date of submissionKey Responsibilities:
Managing office administration assets and upkeep of the same.
Agents Contracting
Recent Business Processing
Banking of Initial Renewal Premium
Managing Petty cash vendor payments
Retention of Surrender Requests
Execution of all Service Requests - Post Policy Issuance
Reverting on customer queries and complaints
Maintaining high NPS Scores
Life Claims processing
Handling compliance issues.
Audit Rating
Measure of Success:
- Service to Delight-NPS-90 3 days TAT
- Customer Engagement - 70%
- Surrender Retention - 70%
- NPS-90
- 100% Banking with 24 hours.
- Vendor payment TAT should be 10 days
- Surrender Requests1%
- 100 % Accuracy of POS requests
- 100 % Accuracy of Customer service
- Zero Day upload of POS Claims Docs in FTP server.
- Audit rating 2
- Service to Recruitment-100%
- Service to Sales(Agency Cat)-100%
- Persistency-90%
- Freelook to retain-45%
Desired qualifications and experience:
Graduate / Post-Graduate in any discipline.
2-3 years’ experience handling front end customer services
Knowledge of service quality is required
Knowledge and skills required:
- Must be highly customer centric
- Excellent communication skills
- Good co-ordination skills
- Data management on Excel should be good