Customer Care Executive

SBI General Insurance; Pune District, Hingoli; On-site; INR 250,000 - 450,000; Full time

Job summary

SBI General Insurance is hiring a Customer Care Executive in Pune to handle high volumes of calls and emails. You will provide accurate information on policy terms, member and claim statuses, and guide customers through processes with empathy, while maintaining records in the call center system.

The role requires strong communication skills, ability to work in rotational shifts, and a willingness to participate in ongoing training. Freshers may be considered for strong customer service aptitude.

Qualifications

• 10+2 or 10+3 years full time Diploma + Graduate in any discipline (graduates preferred).
• Freshers may be considered if strong customer service skills are demonstrated.
• Experience in a call center or customer service function within a TPA or an inhouse setup of a general/health insurance company is preferred.
• Strong verbal and written communication skills and attention to detail.

Responsibilities

• Handle high volumes of inbound and outbound calls per scripts.
• Provide accurate information on policy terms, member status, and claim status.
• Greet customers professionally and respond to telephonic and email queries.
• Escalate complex queries to team leaders and resolve issues with empathy.
• Maintain accurate records of all interactions in the call center database.
• Participate in training programs to enhance knowledge and performance.
• Work in rotational shifts, including evenings, weekends, and public holidays.

Skills

Verbal communication

Written communication

Active listening

Empathy in customer service

Education

Diploma + Graduate (any discipline)

Graduate education preferred

Job description

Job role- Customer Care Executive-

Key Responsibilities:

1. Operational / Functional

• Manage high volumes of inbound and outbound calls efficiently.
• Adhere to predefined communication scripts across diverse topics.
• Provide accurate information to customers, hospitals, and branches regarding policy terms, member status, and claim status.
• Greet and engage customers professionally using approved scripts.
• Respond to telephonic and email queries promptly.
• Identify customer needs, clarify information, research issues, and offer effective solutions or alternatives.
• Build strong, sustainable customer relationships by delivering an exceptional experience.
• Maintain accurate records of all interactions in the call center database.
• Participate regularly in training programs to enhance knowledge and performance.
• Meet individual and team qualitative and quantitative targets.
• Escalate queries to team leaders when required.
• Ensure fair treatment of customers in line with regulatory and company standards.
• Handle claimrelated complaints with empathy and efficiency.
• Guide customers through claims processes, including documentation requirements.
• Provide clear explanations when a claim is not covered.

2. Complaints Management and Grievance Redressal (20%)

• Monitor and resolve regular and escalated Health Claim complaints within defined timelines.
• Coordinate with relevant stakeholders for timely escalation management and query resolution.
• Manage NPS (Net Promoter Score) data in collaboration with Underwriting, Operations, and IM teams to ensure data accuracy.
• Drive reduction in customer complaint volumes.

Educational Qualifications

• 10+2, 10+3 years full time Diploma + Graduate in any discipline (graduates preferred).
• Freshers may be considered if strong customer service skills are demonstrated.

Core Experience

• Experience in a call center or customer service function within a TPA or an inhouse setup of a general/health insurance company.
• Experience in BPO (inbound/outbound) with understanding of health insurance processes is acceptable.
• Strong verbal and written communication skills.
• Excellent listening skills and attention to detail.
• Ability to manage irate, anxious, or distressed customers with patience and empathy.
• Ability to remain composed under stressful situations.
• Flexibility to work in rotational shifts, including evenings, weekends, and public holidays.
• Willingness to work night shifts (for females, shifts between 8 AM and 8 PM only).

Preferred Knowledge / Experience

• Insurance qualification preferred.
• Knowledge of spoken languages: English, Hindi, and at least one regional language (Telugu/Tamil/Malayalam/Odia/Bengali/Gujarati).