Associate Mgr- Annuity, Loan & Segments - Annuity, Loan and Segments

HDFC Life; Kolkata District; On-site; INR 700,000 - 1,100,000; Full time

Job summary

HDFC Life invites applications for the Corporate Agency Manager - Banca role in Kolkata. You will handle front-end customer interactions for policy servicing queries, requests and complaints for HNI/NRI customers, and drive servicing improvements.

The ideal candidate has 2+ years of experience, a Graduate degree, and knowledge of life insurance operations and MS Office. Experience in HNI customer handling is an advantage; join a team focused on seamless customer journeys.

Qualifications

• 2+ years of experience in customer servicing in life insurance
• Graduate degree required
• Knowledge of HNI/NRI servicing is advantageous

Responsibilities

• Front end interactions for policy servicing queries, requests and complaints for HNI/NRI customers
• Improve servicing TAT, VOC scores and reduce policy servicing complaints
• Ensure adherence to resolution quality parameters and audits
• Outbound outreach to explain FR raised and address email concerns
• Drive process improvements to simplify customer journeys across the value chain
• Resolve HNI QRC within specified TAT
• Coordinate with customers and stakeholders for maturity/annuity processing on time
• Deliver best-in-class customer experience in service interactions
• Meet SLA, TAT, productivity and quality targets

Skills

Customer service

HNI/NRI handling

MS Office

Life insurance domain knowledge

Education

Graduate

Tools

MS Office

Job description

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Support (19)

Operations (40)

Function

Preferred Location Location

Corporate Agency Manager - Banca

1 - 2 Years

What are we looking for?

• Front end customer interactions for policy servicing queries , requests and complaints for HNI/NRI customers
• Improve Servicing TAT, VOC Scores and reduce Policy Servicing complaints for HNI Customers
• Adherence to resolution quality parameters and ensuring Nil observations in SDA and Concurrent Audit
• Extend customer reach through outbound call for explaining FR raised, understanding email concerns & recovery of lost service grounds
• Identify gaps in processes and work on projects, processes and initiatives in order to make our customer journeys simple, seamless and frictionaless across the value chain to prevent issues from re occuring
• Provide end to end resolution of HNI QRC within TAT
• Responsible for proactive outreach to HNi/NRI customers to help them get their payout released/PS,Maturity/Annuity processed within TAT by ensuring complaince of FR raised
• Response for outreach to customers where Maturity/Annuity/ Surrender refunds is on hold due to FR and ensure submission and process of transaction within TAT
• Responsible for reducing FR raised at Email touchpoint for seamless service delivery
• Responsible for reduction of HNI/NRI Unclaimed balance

What does the job entail?

Responsible for resolving customer queries and service requests received through email

2. Ensure service interactions are dealt with promptly including service recovery

Responsible for closing HNI Policy Servicing FR raised with TAT

3.Responsible for ensuring Maturity and Annuity credits happen to customers on due dates by co ordinating with customers and stakeholders for submission and process of requests on time

5. Drive targets for reducing email FRs by curbing trigger of incorrect FR /Co ordinating with customer for faster closure of FRs

7.Deliver best in class customer experience in the service interactions leading to improved VOC

8. Identify gaps in existing processes and work with various project teams to drive improvements

9. Ensure SLA's, TAT's, Productivity and Quality metrics are met as per defined targets

Work Experience

2+ years

Graduate

Preferred Skills

Knowledge of life insurance domain w.r.t principles, market practices

Thorough understanding of operational systems and processes used in HDFC Life. Knowledge on MS Office. Experience on HNI Customer Handling will be an added advantage