Executive - Customer Engagement (Agency)

Career Opportunities Job Code: IJP/Executive – Ops Executive - CET

Position

Executive No. Of Positions 1

Department

Operations Function Operations – Agency

Reporting to

Deputy Manager (Sudhaditya Ganguli) Band 5

Location

Kolkata GO1 Last date of submission

Key Responsibilities:

Handling Digital Calls

Processing of New Business Queries

Discrepancy Management – FOP’s

WIP Management

Handling Field Ops Queries & Complaints

Processing of cheques / cash / credit card

Policy 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

Freelook Retention

Measure of Success:

§ Applied to Paid ratio > 95%

§ Reduction in discrepancy rate < 3%

§ Resolution of GO actionable with TAT

§ Customer / Distribution satisfaction score +3.5

§ 100% in Day 1

§ 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 >90%

§ Surrender/Retention>70%,ECS Retention>60%

Desired qualifications and experience:

· Must have a minimum of 2-3 years Insurance  experience of which at least 2 yrs in customer service / operations / Finance

v ELIGIBILITY

Ø Candidates who have a performance rating of G2M2 & have completed 12 months in the current role

Ø 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