Customer Care Executive

SBI General Insurance; Mumbai; On-site; INR 350,000 - 520,000; Full time

Job summary

SBI General Insurance is seeking a dedicated Grievance Handling professional to manage complaints end-to-end in a BFSI setup. You will coordinate with internal teams, track resolutions, and communicate outcomes to complainants and regulators.

The role requires robust communication, analytical skills, and strong proficiency in Excel, with exposure to general insurance processes and governance regimes.

Qualifications

• Graduate from a recognized university; certifications preferred.
• 2+ years in BFSI grievance handling.
• Strong communication, analytical, and interpersonal skills.
• Proficient in Excel; knowledge of General Insurance is mandatory.

Responsibilities

• Register, assign, and acknowledge complaints within 24 hours; maintain complaint tracker.
• Liaise with internal teams for updates and resolution; share status with complainants.
• Notify complainants and regulators of resolutions promptly.
• Register cases, coordinate documentation, prepare agendas, and communicate outcomes.
• Maintain trackers and generate reports for GRC/PPHI/Board; share data with management.
• Conduct root cause analysis and suggest monthly process improvements.

Skills

Grievance handling BFSI

Communication

Analytical skills

Interpersonal skills

Education

Graduate degree

Tools

Excel

Job description

Key Responsibilities

• Complaint Handling: Register, assign, and acknowledge complaints within 24 hours. Maintain and update complaint tracker.
• Coordination: Liaise with internal teams for updates and resolution. Share status with complainants regularly.
• Closure & Communication: Notify complainants and regulators of resolutions promptly.
• GRC Grievance Management: Register cases, coordinate documentation, prepare agendas, and communicate outcomes.
• MIS & Reporting: Maintain trackers, generate reports for GRC/PPHI/Board, and share data with management.
• Analysis & Improvement: Conduct RCA, suggest process improvements, and share monthly feedback.

Qualifications

• Graduate from a recognized university; additional certifications preferred.
• Minimum 2 years in BFSI grievance handling.
• Strong communication, analytical, and interpersonal skills.
• Proficient in Excel; knowledge of General Insurance is mandatory.