Responsible for managing customer queries and service requests received through email, ensuring timely, accurate, and customer-centric resolution while adhering to company processes, regulatory guidelines, and service standards.
Responsibilities
Respond to customer emails in a professional, accurate, and timely manner.
Handle policy servicing requests such as endorsements, policy copies, address/contact updates, cancellations, and renewals.
Assist customers with premium payment, policy issuance, and renewal-related queries.
Provide updates and support for claim-related requests as per applicable guidelines.
Ensure all customer queries are addressed completely and accurately in a single interaction wherever possible.
Verify documents received from customers and coordinate with internal teams for request processing.
Maintain adherence to regulatory, compliance, and company guidelines.
Accurately classify and tag cases as per defined process requirements.
Meet defined productivity, quality, and turnaround time (TAT) targets.
Escalate complex cases to relevant stakeholders when required.
Maintain detailed records of customer interactions and actions taken.
Qualifications
Graduate in any discipline.
1-3 years of experience in Customer Service, Email Support, or General Insurance operations preferred.
Excellent written and verbal communication skills.
Positive understanding of General Insurance products and policy servicing processes.
Proficiency in MS Office applications and CRM systems.
Strong attention to detail and problem-solving skills.
Ability to work in a fast-paced environment and manage multiple tasks effectively.
Customer-focused approach with strong service orientation.