Executive - Customer Engagement (Agency)

Career Opportunities

 Job Code: IJP- Service Delivery Executive                                     

Position

Service Delivery Executive - CET                                     

No. of Positions

1

Department

Operations

Function

Operations - Agency

Reporting to

Manager/Chief Manager - Customer Engagement

Band

5

Location

Bilaspur office

Last date of submission

Key Responsibilities: 

• Managing office administration assets and upkeep of the same.
• Agents Contracting
• New 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 and Health Claims processing
• Handling compliance issues.
• Audit Rating

Measure of Success: 

• Customer Engagement - 70%
• Surrender Retention - 70%
• NPS-90
• 100% Banking with 24 hours.
• Vendor payment TAT should be < 10 days
• Surrender Requests <1%
• 100 % Accuracy of POS requests
• 100 % Accuracy of Customer service
• Zero Day upload of POS & Claims Docs in FTP server.
• Audit rating 2 

 Desired qualifications and experience:

• Graduate / Post-Graduate in any discipline.
• 2-3 year’s 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

Career Opportunities

 Job Code: IJP- Service Delivery Executive                                     

Position

Service Delivery Executive - CET                                     

No. of Positions

1

Department

Operations

Function

Operations - Agency

Reporting to

Manager/Chief Manager - Customer Engagement

Band

5

Location

Bilaspur office

Last date of submission

Key Responsibilities: 

• Managing office administration assets and upkeep of the same.
• Agents Contracting
• New 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 and Health Claims processing
• Handling compliance issues.
• Audit Rating

Measure of Success: 

• Customer Engagement - 70%
• Surrender Retention - 70%
• NPS-90
• 100% Banking with 24 hours.
• Vendor payment TAT should be < 10 days
• Surrender Requests <1%
• 100 % Accuracy of POS requests
• 100 % Accuracy of Customer service
• Zero Day upload of POS & Claims Docs in FTP server.
• Audit rating 2 

 Desired qualifications and experience:

• Graduate / Post-Graduate in any discipline.
• 2-3 year’s 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