Senior Associate-Branch Operations

HDFC Life; Chennai; On-site; INR 4,50,000 - 6,75,000; Full time

Job summary

A leading life insurance company is seeking a Senior Associate in Branch Operations to ensure excellent customer service and manage backend operations including new business processing, policy servicing, and claims support. Ideal candidates should be graduates aged 28-38, with a minimum of 2 years experience in operations or customer service, preferably in insurance or banking.

Qualifications

• Minimum 2 years in operations, customer service, or backend operations, preferably in insurance or banking sectors.
• Age: 28 to 38 years.

Responsibilities

• Interacting with external and internal customers, addressing queries, requests, and complaints.
• Handling end-to-end processing of new business applications.
• Processing policy transactions and managing refunds.
• Answering queries via phone from channel partners and customers.
• Collecting documents and conducting field visits for claims.
• Maintaining reports like MINT, PEPPER WONDERS.
• Ensuring business retention by preventing lapses and withdrawals.
• Calling for policy reinstatements of lapsed and paid-up policies.
• Generating leads and scheduling appointments with customers.
• Updating systems and coordinating with sales for closure.
• Engaging in revenue generation and process improvements.

Skills

Good communication skills

Proficiency in MS Office

Education

Minimum Graduate

Job description

Job Description: Senior Associate - Branch Operations

About HDFC Life:
HDFC Life, one of India's leading private life insurance companies, offers a range of individual and group insurance solutions. With about 380+ branches across India, we reach customers in over 900 cities and towns. Our strategy focuses on a balanced product mix, diversified distribution, continuous innovation, and leveraging technology to re-imagine insurance, enabling us to thrive in a changing environment.

Purpose of the Job:
To ensure excellent customer service and support backend operations such as NB, PS, Accounts Revival, and Lead Generation. To monitor and enhance Persistency and Revival UW.

Duties & Responsibilities:

• Customer Relationship and Services: Interacting with external and internal customers, addressing queries, requests, and complaints. Managing complaint resolution effectively.
• New Business Processing: Handling end-to-end processing of new business applications, scrutinizing applications, recording rejections, creating client IDs, and receipting payments.
• Policy Servicing: Processing policy transactions, coordinating with HUB for same-day processing and NAV allocation, managing refunds, and tracking undelivered policy documents. Maintaining files and registers. Handling minor alterations like COA.
• Queries & Support: Answering queries via phone from channel partners, FCs, and customers, often through branch login for existing customer information.
• Claims: Collecting documents, conducting field visits, and following up with Claims department for processing, decisions, and claim cheque hand-over.
• Documentation: Maintaining reports like MINT, PEPPER WONDERS, updating customer information, and managing files and registers.
• Business Retention: Ensuring business retention by preventing lapses, withdrawals, surrenders, and premium reductions, involving coordination with sales and HUB.
• Persistency & Revival: Calling for policy reinstatements of lapsed and paid-up policies, including customer visits for reinstatement discussions.
• Lead Generation: Generating leads, scheduling appointments with walk-in customers for product pitching.
• System Updates & Follow-ups: Updating systems, allocating leads, and coordinating with sales for closure.
• Proactive Initiatives: Engaging in revenue generation, cost reduction, productivity enhancement, and process improvements.

Knowledge, Skills & Abilities:

• Educational Qualification: Minimum Graduate
• Age: 28 to 38 years
• Work Experience: Minimum 2 years in operations, customer service, or backend operations, preferably in insurance or banking sectors.
• Required Skills: Good communication skills, proficiency in MS Office.