Sr Executive- Grievance

10 hours ago

Noida, India Niva Bupa Health Insurance Full time

JOB PROFILE
Position- Executive/Sr. Executive
Location- Noida NOC
Department-
Complaints & Escalations

Manager -
Complaints & Escalations

*Key Roles & Responsibilities
Primary Role Description: - *
The job holder would be responsible handling complaint cases. The job holder would specifically need to follow the Max Bupa service protocols while handling critical cases.

*Key Roles & Responsibilities: *

  • Priority handling of escalation basis the source of it has been reported from
  • Correct classification as complaints/service issues
  • Time bound update on the case details to management
  • Quality of responses-completeness and correctness
  • Resolution TAT is adhered without extension of timelines
  • No escalation for same concern
  • Complaint brief
  • Mail/Walk-in/Call handling management
  • NPS (Measure feedback, drive improvement)
  • Taking self-initiative for process improvements through coordination with different function heads/SPOC
  • Supporting the team to meet deadlines/team performance and process compliance
  • Identifying trends for Process gaps and systematic failures

*Key Requirements – Education & Certificates *

  • Graduate in any field
  • 2 - 4 years of experience in back office operations in a service industry

*Key Requirements - Experience & Skills *

  • Knowledge of MS Office
  • Good interpersonal and analytical skills required
  • Customer service oriented
  • Eagerness for learning new processes and systems
  • Insurance background
  • Knowledge of IRDA/IGMS guidelines/reporting

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