Executive - Customer Engagement (Agency)

Axis Max Life Insurance Limited; West Bengal; On-site; INR 300,000 - 420,000; Full time

Job summary

Axis Max Life Insurance Limited in Kolkata is seeking an Executive in Operations to manage daily customer queries, processing of new business inquiries, and ensure compliance with regulatory requirements. The role covers cash/cheque handling, vendor coordination, and field operations support, with emphasis on accuracy, timely documentation, and customer satisfaction targets.

Candidates should have 2–3 years of insurance experience, including at least 2 years in operations or customer service,

Qualifications

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

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

Job description

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

KolkataGO1

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 -13thand 25thMonth
• 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 Insuranceexperience of which at least 2 yrs in customer service / operations / Finance

vELIGIBILITY

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