Job Description
Key Responsibilities
- Handle customer queries related to insurance policies, premiums, renewals, endorsements, claims, and policy status.
- Provide accurate information to customers through phone, email, WhatsApp, or other approved communication channels.
- Process and coordinate policy servicing requests within defined turnaround times (TAT).
- Coordinate with the Sales, Insurance Operations, Underwriting, Claims, and insurer teams for customer requirements and issue resolution.
- Follow up on pending proposals, policy documents, payments, renewals, and other customer-related transactions.
- Assist customers with documentation requirements and ensure documents are collected and submitted correctly.
- Track customer complaints and service requests and ensure timely closure.
- Maintain accurate customer and policy records in CRM/ERP systems.
- Support the sales team by providing post-sales service and helping improve customer retention.
- Identify opportunities for renewals, cross-sell/up-sell, and customer engagement, where applicable.
- Ensure compliance with company policies, insurance regulations, and internal processes.
- Prepare daily/weekly reports related to customer requests, pending cases, complaints, renewals, and service performance.
- Escalate complex or unresolved customer issues to the appropriate supervisor/manager.
- Maintain high standards of customer service, professionalism, confidentiality, and data accuracy.
Key Skills & Competencies
- Good verbal and written communication skills.
- Strong customer-handling and problem-solving abilities.
- Basic understanding of insurance products and policy processes.
- Good knowledge of MS Office, email, and CRM systems.
- Ability to manage multiple customer requests and meet TAT.
- Good coordination and follow-up skills.
- Attention to detail and accuracy in documentation.
- Ability to work effectively in a target- and process-driven environment.
- Customer-focused attitude with a professional and positive approach.
Qualification & Experience
- Education: Graduate in any discipline.
- Experience: 1-3 years in customer service, insurance operations, banking, financial services, or a related field.
- Freshers with strong communication skills may also be considered, depending on business requirements.
Key Performance Indicators (KPIs)
- Customer request resolution within defined TAT.
- Customer satisfaction and complaint-resolution rate.
- Policy servicing accuracy.
- Renewal and retention support.
- Productivity and daily case closure.
- Quality/compliance scores.
- Effective coordination with sales and internal operations teams.
Reporting
Reports to: Operations Manager / Team Leader - Operations
Employment Type: Full-time
Department: Operations
Business Channel: Insurance Sales
