Executive - Customer Engagement

Job Description

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 & Recruitement.
- 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 followup
- 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%

Desired qualifications and experience:

- Must have a minimum of 2-3 years experience of which atleast 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

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 & Recruitement.
- 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 followup
- 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%

Desired qualifications and experience:

- Must have a minimum of 2-3 years experience of which atleast 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

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