Assistant Manager- Branch Operations

Job Description Branch Operations – Associate Manager

About HDFC Life:

HDFC Life, one of India’s leading private life insurance companies, offers a range of individual and group insurance solutions. HDFC Life continues to have one of the widest reaches among new insurance companies with about 420+ branches in India touching customers in over 980+ cities and towns. Our long-stated strategy of balanced product mix, diversified distribution, continuous product innovation and re-imagining insurance through effective use of technology has enabled us to continue our journey despite the ever-changing external environment.

Purpose of the Job:

To ensure customer service and support all backend operation like NB, PS, Accounts Revival, and Lead Generation and to track & increase Persistency and Revival UW.

Duties & Responsibilities:

• Customer Relationship and Services:
• Interacting with external and internal customers and addressing their queries, requests and complaints
• Upfront complaint resolution & management
• New Business Processing:
• Handling end to end log ins & support sales in policy conversions
• Scrutiny of accepted New Business application forms & recording rejections
• Creation of client IDs and receipting of money
• Policy Servicing:
• Processing all policy servicing transactions and follow-up with HUB Operations for same day processing and NAV allocation
• Refunds processing and dispatch
• Undelivered policy documents tracking and management
• Maintenance of all files and registers
• Minor alteration like COA (Change of Address)
• Answering queries on phone from Channel partner, FCs as well as customers
• Claims:
• Collecting documents from claimant/field visits to claimant, or other parties involved like public hospitals, police station etc. (As and when case requires)
• Follow ups with Claims department for processing, decision and claim cheque hand-over process
• Documentation: Maintaining and updating of all kinds of Reports like MINT, PEPPER WONDERS, files and registers & updating customer ‘s information
• Business Retention: To ensure business retention by averting lookins/withdrawal/ surrenders/premium reduction that also involves coordination with sales colleagues and HUB
• Persistency/Revival: Revival calling for lapsed and paid-up policies for reinstatement that frequently requires visiting customers place to convince them on reinstating policies
• Lead Generations:
• Generating leads and seeking appointment with all walk-in customers for pitching repurchase.
• System updation, lead allocation and follow ups with Sales for lead closure.
• Process Improvement: Take proactive initiatives related to revenue generation through cost reduction, productivity enhancement and process improvement.

Knowledge, Skills & Abilities: • Academic Qualification: Graduate/Post Graduate • Work Experience: 3-4 years of experience in operations, customer service, backend operations preferably from Insurance or Banking sector.

Required Skills:

• Good communication skills
• MS Office (Excel, PowerPoint and etc.)