Customer Engagement Specialist

3 days ago

Cochin, Kerala, India beBeeCustomer Full time ₹ 5,00,000 - ₹ 10,00,000

**Job Title:** Customer Engagement Representative

**Job Description:** We are seeking a highly skilled and customer-focused individual to join our team as a Customer Engagement Representative. As a key member of our organization, you will be responsible for handling digital calls, processing new business queries, and managing discrepancies.

  • Key Responsibilities:
  • Handling Digital Calls
  • Processing of New Business Queries
  • Discrepancy Management - FOPs
  • WIP Management
  • Handling Field Ops Queries & Complaints
  • Processing of cheques / cash / credit card
  • Policy 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
  • Freelook Retention

Measure of Success:

  • Applied to Paid ratio > 95%
  • Reduction in discrepancy rate
  • Resolution of GO actionable with TAT
  • Customer / Distribution satisfaction score +3.5
  • 100% in Day 1
  • 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 >90%
  • Surrender/Retention>70%,ECS Retention>60%

Required Skills and Qualifications:

  • A minimum of 2-3 years Insurance 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

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