Executive / Senior Executive - Customer Service

Job description

**A.** **Position Overview :** **Position Title -** Executive / Sr. Executive-Customer Services (Complaints handling) **Department -** Operations Customer Service **Level/ Band -** Exec or Sr.Exec **Role Summary -** - Ensure that the complaints are registered and responded to within the stipulated TATs and in line with the Quality expectation. - Complaint management which would require contacting the customers and understanding and assisting in resolving the complaint. - Collaborating with sales and operations stakeholder teams to provide end-to-end resolution to customer queries and concerns. - Identify Root Cause for complaints and highlight the same to the supervisor and quality team. - Handling complaints received in the form of Legal notices or received from the Consumer Forum or the Ombudsman and ensuring that they are adequately addressed. - Handling complaints pertaining to claims and ensuring that responses are sent out within the regulatory timeline for closure. **B.** **Organizational Relationships :** **Reports To -** Manager Customer Service **Supervises -** Individual contributor **C.** **Job Dimensions :** **Geographic Area Covered** All locations from the HO **Stakeholders Internal** All Departments **Stakeholders External** All Customers and Business Partners **D.** **Key Result Areas :** - Effective handling and timely resolution of key customer complaints with a view to bring about customer satisfaction. - Maintain average TAT & Productivity of customer complaints - Ensuring quality excellence - Prioritization of transactions considering regulatory impact - Provide feedback to team leadership on any process related improvement - Co-ordinates with legal & Compliance departments to resolve complaints received from IRDA/Ombudsman or legal notices - Following the SOPs and ensuring 100 % compliance **E.** **Skills Required :** **Technical -** - Listening skills, Communication skills (spoken and written), - Knowledge of insurance processes - Basic Knowledge of Insurance preferred - MS Office **Behavioral -** - Interpersonal skills - Communication skills - Creative thinking skills - Supervising/Leadership skills - Teamwork Skills - Influencing skills - Relationship Building skills - Decision making skills **F.** **Incumbent Characteristics :** **Qualification :-** **Essential -** Bachelors degree **Desired -** Professional Management Qualification **Experience -** 2 Years in a Service Sector 3 Years in Financials Customer Services / Complaints handling Disclaimer: Tata AIA Life Insurance does not charge any fees from candidates during the hiring process. If the application aligns with our requirements, you may be contacted for further steps. Verify job offers through official Tata AIA communication channels to avoid fraud. The job description is the sole property of Tata AIA Life Insurance. The content of this JD is confidential, and unauthorized changes or reproduction are forbidden. To know more about Tata AIA Life, click on the weblink: www.tataaia.com