PHI - Specialist - Social Media Escalations

Prudential Health India; Mumbai; On-site; INR 1,200,000 - 1,900,000; Full time

Job summary

Prudential Health India invites a Specialist - Social Media Escalations to join the Customer Service team in Mumbai. You will manage grievances raised on social platforms, coordinate with internal teams, and ensure timely resolution while adhering to regulatory requirements.

The role requires 6–7 years in complaints handling within health or general insurance, strong communication skills, and a proactive mindset to drive service improvements. Bachelor’s degree is essential.

Qualifications

• 6–7 years of experience with 4–5 years in complaints handling in health or general insurance or financial services.
• Strong knowledge of IRDA guidelines and compliance protocols.
• Ability to manage diverse teams and stakeholders across regulatory bodies.

Responsibilities

• Handle grievances across social media platforms timely and fairly.
• Escalate via internal touchpoints and regulatory portals per defined turn-around-time.
• Manage Ombudsman and legal cases when required.
• Act as voice of customer to identify gaps and improve service experience.
• Collaborate with internal teams to expedite complaint resolution and ensure compliance.

Skills

Complaints handling

IRDA guidelines

Stakeholder management

Communication skills

Agile methodologies

Education

Bachelor’s degree

Job description

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Prudential (UK) in partnership with the HCL group plans to set-up a standalone Indian health insurance company to address the growing healthcare needs of the Indian consumer.

This joint venture will combine Prudential's global expertise in insurance and financial services with HCL Group’s experience in technology and healthcare solutions.

Prudential, with its longstanding presence in India, already operates two leading businesses in life insurance and asset management with the ICICI Group. Prudential was also the proud sponsor of the 1983 Cricket World Cup, India’s first World Cup Victory!

Prudential Health India is a Zero to One team undertaking a no-legacy, greenfield health insurance deployment in India, building journeys that truly empathize with the customer and offer a differentiated experience.

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To partner with us in this mission, we are looking for a talented Specialist - Social Media Escalations to join our Customer Service team in Mumbai.

Your Typical Week Might Include The Following

• Ensuring timely, fair, and effective handling of grievances received across social media platforms.
• Handing grievances received via internal escalation touchpoints, , regulatory portals (Bima Bharosa, NCH, etc), as per the defined turn-around-time.
• Ensure timely handing of Ombudsman and legal cases as well.
• Act as a voice of customer for PHI by raising timely red flags which shall be instrumental in fixing gaps and enhancing service experience.
• Work collaboratively with internal and external teams like Distribution, Branch, Claims, Underwriting, Legal, Medical services TPA etc. to expedite complaint resolution.
• Be aware of all compliance related requirements.
• Participate in closure of process enhancement recommendations, risk identifications along with a future fix.
• Participate and drive service recovery initiatives to ensure enhanced customer experience and re-instil customer trust in PHI.
  
  
  

You Could Be The Right Candidate If You

• Have 6-7 years of experience with 4-5 years of complaints handling experience health insurance, general insurance or financial services industry.
• Have strong knowledge of IRDA guidelines, compliance protocols and insurance related grievance mechanisms.
• Have ability to manage diverse teams and stakeholders, regulatory bodies and ensure cross-functional collaboration.
• Possess excellent communication and negotiation skills.
• Have a Bachelor’s degree from a recognized University
• Are a highly driven individual who goes that extra mile to deliver an outstanding product to the business team and end users/customers.
• Have demonstrated the ability to work in a fast paced and hyper-growth environment using agile methodologies where Customer and Distributor expectations can be changing
  
  
  

This could be the gig for you if you…

• Are passionate about bringing truly consumer centric ideas and products into reality and have an attentive ear listen to new ideas.
• Thrive in environments that celebrate co-creation and collaboration.
• Are passionate about leveraging new age digital tools and technologies to transform customer experience.
• Like to work in a culture where everyone can see what others are doing
• Take help from others when stuck and encourage others when there are setbacks
• Take full responsibility for your team’s contribution output while thinking wing to wing across the organization; to solve for the customer.
  
  
  

What Can Make You Extra Special If You

• Have walked extra mile in solving business problems by adopting offbeat path
• Proven track record of exceeding Service level expectations from stakeholders.
• Demonstrate visible leadership supporting colleagues in a diverse, inclusive, and collaborative team environment.
• Be a team player who is goal orientated, committed, and an advocate and early adopter of change.
• A proven track record working in complex business environments executing and delivering initiatives across multiple domains, stakeholder groups and technology solutions.
  
  
  

We are keen to listen to your story; doesn’t matter if you tell these stories with a sigh or with excitement. We respect both versions. Truly.

If you think this is the one for you, drop in a line with your story at [e-mail]. We are eager to catch-up!

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.