Executive - Customer Engagement

4 weeks ago

Jhansi, India Max Life Insurance Full time

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 & Recruitment. 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 follow-up 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 at least 2 yrs in customer service / operations / Finance 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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