Escalation Specialist - Insurance

We are looking for a Customer Escalation Officer to handle and resolve customer grievances related to life insurance policies. The ideal candidate will act as a bridge between customers, branch teams, and internal departments to ensure timely resolution of escalated issues. This role requires strong communication skills, attention to detail, and a customer-first mindset to maintain service quality and client satisfaction.

Roles and Responsibilities

• Manage customer escalations, queries, complaints, and grievances in a timely and efficient manner.
• Handle complex issues related to life insurance products and services.
• Ensure effective issue resolution through root cause analysis and implementation of corrective actions.
• Maintain high levels of service quality by resolving customer concerns promptly and fairly.
• Collaborate with internal teams to resolve technical issues and improve overall process efficiency.

Desired Candidate Profile

• 3-7 years of experience in handling client calls, emails, or chats for life insurance industry.
• Strong skills in complaint handling, grievance redressal, query resolution, escalation management, TAT (Turnaround Time), compliance management.
• Ability to work under pressure to meet deadlines while maintaining accuracy and attention to detail.

Essential Qualification

• Graduate degree in any discipline.

Preferred Skills

• Strong written and verbal communication skills.
• Presentation and negotiation skills.
• Stakeholder management
• Proficiency in MS Office.