
Grievances Officer
2 weeks ago
**Role Requirements**:
**Education**:
Graduates/Post Graduates in any discipline
**Experience Range**:
2 to 5 years
**Professional Experience/ Skills**:
- Must have strong knowledge of Life Insurance sector, products, operations and regulatory environment
- Must have exceptional customer service skills
- Must have strong analytical thinking ability
- Must be able to make fair and objective decisions
**Key Responsibilities**:
- Study and review customer complaints; Review proposal / policy documents and interact with Sales / branch / channel teams / customers in order to obtain facts of the case and understand customer issues
- Determine authenticity of complaints and take appropriate action to resolve issues as per guidelines; Ensure written response of resolution is sent to the customer, acknowledgement is obtained and complaints are closed as per due process
- Highlight and refer cases to Risk & Legal team for further action (e.g. mis-selling, misappropriation of funds)
- Respond to all communications and escalations received from IRDAI in a prompt manner
- Ensure reports (e.g. Action taken report, mis-selling report,) pertaining to Grievances are prepared and submitted to IRDAI as per prescribed formats and timelines.
- Preparation of various and Adhoc MIS reports.
**Salary**: Up to ₹600,000.00 per year
Schedule:
- Day shift
Supplemental pay types:
- Performance bonus
Ability to commute/relocate:
- Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (required)
**Experience**:
- Customer retention: 3 years (preferred)
- Grievances: 3 years (preferred)
- Operations management: 3 years (preferred)
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