Key Responsibilities

- Handle customer queries related to insurance policies, premiums, renewals, endorsements, claims, and policy status .
- Provide accurate information to customers through phone, email, WhatsApp, or other approved communication channels.
- Process and coordinate policy servicing requests within defined turnaround times (TAT).
- Coordinate with the Sales, Insurance Operations, Underwriting, Claims, and insurer teams for customer requirements and issue resolution.
- Follow up on pending proposals, policy documents, payments, renewals, and other customerrelated transactions.
- Assist customers with documentation requirements and ensure documents are collected and submitted correctly.
- Track customer complaints and service requests and ensure timely closure.
- Maintain accurate customer and policy records in CRM/ERP systems .
- Support the sales team by providing postsales service and helping improve customer retention.
- Identify opportunities for renewals, crosssell/upsell, and customer engagement , where applicable.
- Ensure compliance with company policies, insurance regulations, and internal processes.
- Prepare daily/weekly reports related to customer requests, pending cases, complaints, renewals, and service performance.
- Escalate complex or unresolved customer issues to the appropriate supervisor/manager.
- Maintain high standards of customer service, professionalism, confidentiality, and data accuracy.

Key Skills & Competencies
- Good verbal and written communication skills.




- Robust customerhandling and problemsolving abilities.
- Basic understanding of insurance products and policy processes .
- Good knowledge of MS Office, email, and CRM systems.
- Ability to manage multiple customer requests and meet TAT.
- Good coordination and followup skills.
- Attention to detail and accuracy in documentation.
- Ability to work effectively in a target and processdriven environment .
- Customerfocused attitude with a professional and positive approach.

Qualification & Experience
- Education: Graduate in any discipline.
- Experience: 13 years in customer service, insurance operations, banking, ficial services, or a related field.
- Freshers with strong communication skills may also be considered, depending on business requirements.

Key Performance Indicators (KPIs)
- Customer request resolution within defined TAT .
- Customer satisfaction and complaintresolution rate.
- Policy servicing accuracy.
- Renewal and retention support.
- Productivity and daily case closure.
- Quality/compliance scores.
- Effective coordination with sales and internal operations teams.

Reporting

Reports to: Operations Manager / Team Leader Operations

Employment Type: Fulltime
Department: Operations
Business Channel: Insurance Sales

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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