Role & responsibilities To safeguard the interest of our esteemed customers and provide strong & robust support to our policyholders, the user will lead on the management of complaints and resolution of complex customer issues for services
The key purpose of the role is to provide an excellent service to customers who have complaints or complex/escalated issues primarily through ensuring that concerns are fully understood and addressed comprehensively and quickly in a way that is positive and helpful for customers, minimizing further issues.
The Job holder will be Responsible for :
Managing the customer queries, complaints, and resolution of their issues.
Responsible for managing the CRU KPIs and Board Targets
Responsible for case approvals for the team as per the DAM
Responsible for managing complaint decentralization and the approvals from cross functions
Responsible for managing the regulatory and internal reporting ensuring the numbers reported are correct and accurate
Responsible for timely resolutions of management escalation, complaints received from the regulatory bodies
Engaging with field teams and internal sales hierarchy for the resolution of key issues
Engaging with the Bank relationship manager and central team for various customer issues
Doing the RCA for various customer queries, complaints, and interactions with customers.
Working on reduction of customer queries and complaints.
Working with internal departments to reduce TATs for various transactions
To support the regular identification and sharing of lessons learned from complaints, Members Enquiries, and complex/ escalated issues which can be used for service improvement Managing Customer complaints; Servicing delays like payouts, premium allocation, annuity payouts, policy pack issues, SI related issues etc.
Regular Connect with field team, bank and senior management
Seamless handling of system enhancements and process improvement initiatives. Process reengineering and improvement initiatives Managing team growth, system enhancements, process enhancement for better control, efficiency and efficacy