Job Description:
The Grievance Team Advisor will be responsible for handling and resolving customer complaints in a timely, empathetic, and regulatory-compliant manner. This role serves as a vital link between customers, internal departments, and regulatory bodies, ensuring fair outcomes and driving continuous service improvement.
Key Responsibilities:
- Address customer grievances across multiple channels (phone, email, written correspondence) with professionalism and empathy
- Conduct thorough investigations by coordinating with internal teams (claims, underwriting, legal, etc.)
- Ensure grievances are logged, tracked, and resolved within regulatory timelines (e.g., IRDAI guidelines)
- Draft clear and customer-centric responses
- Analyse grievance trends and recommend process improvements
- Stay updated with insurance regulations and internal policies
- Maintain accurate documentation for audits and reporting
Required Skills & Qualifications:
- Strong communication and interpersonal skills
- Excellent problem-solving capabilities
- Sound knowledge of insurance products and regulatory frameworks.
- Proficiency in CRM platforms and MS Office
- Ability to remain composed and professional under pressure
Preferred Experience:
- 24 years of experience in customer service or grievance handling within the insurance industry (mandatory)
