
Sr Executive- Grievance
2 days ago
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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