Walk-in | Associate Manager - ALS

HDFC Life; Kolkata District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

HDFC Life is hiring for a policy servicing role focused on High Net Worth and Non-Resident Indian customers in Kolkata. You will handle customer queries, requests, and complaints via email and calls, ensuring timely and quality resolution while improving service metrics.

Required qualifications include Graduation or Post Graduate studies, 4+ years of experience, and proficiency with MS Office; knowledge of life insurance practices and HNI handling is an advantage.

Qualifications

• Graduation or Post Graduate degree is required.
• 4+ years of work experience in a relevant domain.
• Knowledge of life insurance principles and market practices.
• Experience with MS Office tools.
• Experience handling HNI customer interactions is an added advantage.

Responsibilities

• Handle front end customer interactions for policy servicing queries, requests and complaints for HNI/NRI customers.
• Improve servicing turnaround time and VOC scores while reducing policy servicing complaints for HNI customers.
• Adhere to resolution quality parameters and ensure zero observations in SDA and Concurrent Audit.
• Proactively reach out to HNI/NRI customers to facilitate payouts, maturity, and annuity processing within defined timelines.

Skills

Customer service

Communication

MS Office

Education

Graduation / Post Graduate

Tools

MS Office

Job description

About the Department

Annuity, Loan & Segments is responsible for handling High Net Worth and Non-Resident Indian customers, who contribute towards a majority of our business.

The department takes care of all the servicing needs of the HNIand NRI customers to enrich the overall experience and create a valuable proposition.

Any regulatory escalations from HNI and NRI customers are redressed by the specialized grievance team leading to a better experience and resolution.

What are we looking for?

• Front end customer interactions for policy servicing queries , requests and complaints for HNI/NRI customers
• Improve Servicing TAT, VOC Scores and reduce Policy Servicing complaints for HNI Customers
• Adherence to resolution quality parameters and ensuring Nil observations in SDA and Concurrent Audit
• Extend customer reach through outbound call for explaining FR raised, understanding email concerns & recovery of lost service grounds
• Identify gaps in processes and work on projects, processes and initiatives in order to make our customer journeys simple, seamless and frictionaless across the value chain to prevent issues from re occuring
• Provide end to end resolution of HNI QRC within TAT
• Responsible for proactive outreach to HNi/NRI customers to help them get their payout released/PS,Maturity/Annuity processed within TAT by ensuring complaince of FR raised
• Response for outreach to customers where Maturity/Annuity/ Surrender refunds is on hold due to FR and ensure submission and process of transaction within TAT
• Responsible for reducing FR raised at Email touchpoint for seamless service delivery
• Responsible for reduction of HNI/NRI Unclaimed balance

What does the job entail?

• Responsible for resolving customer queries and service requests received through email
• Ensure service interactions are dealt with promptly including service recovery
• Responsible for closing HNI Policy Servicing FR raised with TAT
• Responsible for ensuring Maturity and Annuity credits happen to customers on due dates by co ordinating with customers and stakeholders for submission and process of requests on time
• Drive targets for ensuring HNI/NRI Unclaimed balance
• Drive targets for reducing email FRs by curbing trigger of incorrect FR Co ordinating with customer for faster closure of FRs
• Deliver best in class customer experience in the service interactions leading to improved VOC
• Identify gaps in existing processes and work with various project teams to drive improvements
• Ensure SLA's, TAT's, Productivity and Quality metrics are met as per defined targets

Essential conditions:

• Education: Graduation/Post Graduate
• Work exp:4+ years
• Work related skills:

Knowledge of life insurance domain w.r.t principles, market practices Thorough understanding of operational systems and processes used in HDFC Life. Knowledge on MS Office. Experience on HNI Customer Handling will be an added advantage