Executive - Customer Engagement (Agency)

Axis Max Life Insurance Limited; Haryana; On-site; INR 300,000 - 540,000; Full time

Job summary

Axis Max Life Insurance Limited is seeking an Executive - Customer Engagement (Agency) in Faridabad to support operations in the agency channel. The role involves handling front end customer services, contracts, policy administration, and premium processing within a busy insurance operations environment.

The candidate should have a graduate or post-graduate degree with 1-2 years of frontline customer service experience and a solid understanding of service quality to ensure high customer

Qualifications

• Graduate or Post-Graduate degree in any discipline.
• 1-2 years’ experience handling front end customer services.
• Knowledge of service quality is required.

Responsibilities

• Managing office administration assets and upkeep of the same.
• Agents Contracting
• New Business Processing
• Banking of Initial & Renewal Premium
• Managing Petty cash & vendor payments
• Retention of Surrender Requests
• Execution of all Service Requests - Post Policy Issuance
• Reverting on customer queries and complaints
• Maintaining high NPS Scores
• Life and Health Claims processing
• Handling compliance issues.
• Audit Rating

Skills

Front end customer services

Service quality

Education

Graduate / Post-Graduate in any discipline.

Job description

Job DescriptionJob TitleExecutive - Customer Engagement (Agency)LocationFaridabadDepartmentOperationsFunctionOperations - AgencyReporting toDeputy ManagerBand5

Key Responsibilities

• Managing office administration assets and upkeep of the same.
• Agents Contracting
• New Business Processing
• Banking of Initial & Renewal Premium
• Managing Petty cash & vendor payments
• Retention of Surrender Requests
• Execution of all Service Requests - Post Policy Issuance
• Reverting on customer queries and complaints
• Maintaining high NPS Scores
• Life and Health Claims processing
• Handling compliance issues.
• Audit Rating

Measure of Success:

• Service to Delight- 3Days
• Customer Engagement - 70%
• Surrender Retention - 68%
• NPS-85
• 100% Banking with 24 hours.
• Vendor payment TAT should be < 10 days
• Surrender Requests <1%
• 100 % Accuracy of POS requests
• 100 % Accuracy of Customer service
• Zero Day upload of POS & Claims Docs in FTP server.
• Audit rating 2

Desired qualifications and experience:

• Graduate / Post-Graduate in any discipline.
• 1-2 years’ experience handling front end customer services
• Knowledge of service quality is required

About Axis Max Life Insurance

Axis Max Life Insurance Limited, formerly known as Max Life Insurance Company Ltd., is a Joint Venture between Max Financial Services Limited ("MFSL") and Axis Bank Limited. Axis Max Life Insurance offers comprehensive protection and long-term savings life insurance solutions through its multi-channel distribution, including agency and third-party distribution partners. It has built its operations over two decades through a need-based sales process, a customer-centric approach to engagement and service delivery and trained human capital. As per the annual audited financials for FY2023-24, Axis Max Life Insurance has achieved a gross written premium of INR 29,529 Cr. For more information, please visit the company website at www.maxlifeinsurance.com.

LGBTQIA+ and PwD candidates of all ages are encouraged to apply