Experience
5 - 7 yrs
Job Location
India
Vacancy
1
Designation
Customer Engagement Manager
Job Type
Not specified
Job Description
Job Description
Job Title: Deputy Manager - Customer Engagement
Location: Jamnagar
Department: Customer Engagement
Function: Operations- Agency
Reporting to: Sr. Manager - Customer Engagement
Band: 5B
Key Responsibilities
- Managing office administration assets and upkeep of the same.
- Agents Contracting
- New Business Processing
- Banking of Initial & Renewal Premium
- Managing Petty cash & vendor payments
- Retention of Surrender Requests
- Execution of all Service Requests - Post Policy Issuance
- Reverting on customer queries and complaints
- Maintaining high NPS Scores
- Life and Health Claims processing
- Handling compliance issues.
- Audit Rating
Measure of Success
- Customer Engagement - 70%
- Surrender Retention - 70%
- NPS - 85
- 100% Banking with 24 hours.
- 100% Accuracy of POS requests
- 100% Accuracy of Customer service
- Zero Day upload of POS & Claims Docs in FTP server.
- Audit rating 2
Desired qualifications and experience
- Graduate / Post-Graduate in any discipline.
- 5-7 years experience handling front end customer services
- Knowledge of service quality is required