Executive - Customer Engagement

Date: Oct 16, 2024

Location: Allahabad, UP, IN

Company: maxlifeins

Career Opportunities

Job Code: IJP/Executive – Executive Customer Engagement  -

Position

 

SDE

No. Of Positions

1

Department

 

Operations

Function

Operations – APC

Reporting to

 

Customer Service Manager

Band

5

Location

 

Allahabad APC

Last date of submission

 

Key Responsibilities:

 

Processing of New Business Queries

Discrepancy Management – FOP’s

WIP Management

Handling Field Ops Queries & Complaints

Processing of cheques / cash / credit card

Poll Coll clearance

Petty Cash Management

Vendor Management

Statutory and Facility Management

Agency Contract – Existing agents

Adherence to all regulatory requirements

Processing of customer request – POS

Sales to Service & Recruitment.

Persistency -13th and 25th Month

Customer Retention and Revenue

 

Measure of Success:

 

  • Applied to Paid ratio > 88%
  • Reduction in discrepancy rate < 3%
  • Resolution of GO actionable with TAT
  • Customer / Distribution satisfaction score +3.5
  • 100% in Day 1
  • Creation of PCV on a real time basis with replenishment on 40% balance
  • Timely processing of bills and effective cost management
  • Adhere to the laid down process and guidelines

Timely processing of docs within 2 days of receipt

  • Agent Query and Code follow-up
  • Processing the agent reimbursement as per guidelines and accurately
  • POS accuracy at 97% and Decline at 3%
  • Collection of 13+25 Month >89%
  • Surrender/Retention>70%,ECS Retention>30%

 

CET Role: Has to handle external & internal customer queries, service request process, generating business S2S, S2R, perisistency collection and maintaining and achieving all the KRA and Contest and others.

 

Desired qualifications and experience:

 

  • Must have a minimum of 2-3 years experience of which at least 2 yrs in customer service / operations / Finance
  1. ELIGIBILITY
  • Candidates who have a performance rating of G2M2 & have completed 12 months in the current role
  • Candidates who have a performance rating of G3M3 & have completed 18 months in the current role

FOR LATERAL MOVEMENT, candidate should have completed atleast 12 months in the current role & have a minimum performance rating of G3M3

Knowledge and skills required:

Ability to work in a fast paced environment

Strong people skills

Good co-ordination skills

Data management on Excel should be good

Accounting Knowledge

Customer Centric

Career Opportunities

Job Code: IJP/Executive – Executive Customer Engagement  -

Position

 

SDE

No. Of Positions

1

Department

 

Operations

Function

Operations – APC

Reporting to

 

Customer Service Manager

Band

5

Location

 

Allahabad APC

Last date of submission

 

Key Responsibilities:

 

Processing of New Business Queries

Discrepancy Management – FOP’s

WIP Management

Handling Field Ops Queries & Complaints

Processing of cheques / cash / credit card

Poll Coll clearance

Petty Cash Management

Vendor Management

Statutory and Facility Management

Agency Contract – Existing agents

Adherence to all regulatory requirements

Processing of customer request – POS

Sales to Service & Recruitment.

Persistency -13th and 25th Month

Customer Retention and Revenue

 

Measure of Success:

 

  • Applied to Paid ratio > 88%
  • Reduction in discrepancy rate < 3%
  • Resolution of GO actionable with TAT
  • Customer / Distribution satisfaction score +3.5
  • 100% in Day 1
  • Creation of PCV on a real time basis with replenishment on 40% balance
  • Timely processing of bills and effective cost management
  • Adhere to the laid down process and guidelines

Timely processing of docs within 2 days of receipt

  • Agent Query and Code follow-up
  • Processing the agent reimbursement as per guidelines and accurately
  • POS accuracy at 97% and Decline at 3%
  • Collection of 13+25 Month >89%
  • Surrender/Retention>70%,ECS Retention>30%

 

CET Role: Has to handle external & internal customer queries, service request process, generating business S2S, S2R, perisistency collection and maintaining and achieving all the KRA and Contest and others.

 

Desired qualifications and experience:

 

  • Must have a minimum of 2-3 years experience of which at least 2 yrs in customer service / operations / Finance
  1. ELIGIBILITY
  • Candidates who have a performance rating of G2M2 & have completed 12 months in the current role
  • Candidates who have a performance rating of G3M3 & have completed 18 months in the current role

FOR LATERAL MOVEMENT, candidate should have completed atleast 12 months in the current role & have a minimum performance rating of G3M3

Knowledge and skills required:

Ability to work in a fast paced environment

Strong people skills

Good co-ordination skills

Data management on Excel should be good

Accounting Knowledge

Customer Centric