Senior Executive - Customer Service

Position Title

Executive / Sr. Executive-Customer Services (Complaints handling)

Department

Operations

Level / Band

201/251

Reports toDirect

Manager / Sr. Manager - Customer Services

Matrix

Not Applicable

Supervises

None

Geographic Area Covered

All locations from the HO

StakeholdersInternal

All departments

External

All customers

Complaints resolution, updation of customer records on the system, transaction processing

.Handling of customer complaints

.Maintain average TAT & Productivity of customer complaints

.Ensure effective handling and timely resolution of key customer complaints with a view to bring about customer satisfaction.

.Ensuring quality excellence by doing quality checking on the transactions processed

.Prioritization of job

.Handling of escalated complaints

.Analyze complaints on the basis of inputs received from the executives and present the same to the Management to take corrective action

.Provide feedback to senior management on any process related improvement

.Co-ordinates with legal & Compliance departments to resolve complaints received from IRDA/Ombudsman or legal notices

.

Adherence to established processes

.Following the SOPs and ensuring 100 % compliance

.None

Competency For

Proficiency Scale

Proficiency Scale Description

Customer &

Consumer Orientation

Customer and Consumer Focus

is about adding value to all

customers, internal and external,

through thought, action and

behavior. Adding value implies

understanding the customer

needs vis a vis the market, and

being committed in delivering

solutions that delight the

customer and consumer and

enhance the relationship without

compromising on company

values.

2

Makes a conscious attempt to understand

and act on the consumer and customer

needs in a prompt and positive manner.

Ensure thorough follow up with customer

contact center team to ensure that

Customer Concerns are responded to with

urgency and sense of responsibility.

Uses the perspectives of the customer to

resolve decision dilemmas on operational

approaches & priorities.

Find opportunities to collect information

from the most direct source on customer

needs.

Business Acumen and

Functional Knowledge

Ability to stay updated on the

latest market trends and

leverage on knowledge of

product, processes, policy life

cycle, SQL, and advance excel to

understand, respond, resolve

queries and concerns to ensure

better service experience for

customer and channel partner.

1

Is updated and aware of the products,

systems and regulatory guidelines

applicable to the department.

Possesses thorough knowledge of policy

life cycle and policy non forfeiture clauses

and conditions.

Has basic understanding of own role and

utilizes required skills and knowledge for

own area of work to complete routine

tasks.

Demonstrate basic understanding of SQL

& MS Excel.

Collaboration & Networking

Networking with key stakeholders

(internal and external) and cross

functional team members to build

collaborative relationships based

on confidence, trust and respect

to facilitate the accomplishment

of common work/ business goals.

Working effectively with

individuals across teams with

diverse working styles, treating

them with dignity and respect and

value their contributions.

1

Keeps self aware of the important stake

holders (decision makers & influencers)

necessary for delivering results.

Communicates & connects consistently

with colleagues, customers and channel

partners to respond and resolve their

concerns and queries.

Remains courteous while dealing with

colleagues, channel partners, and

customers.

Seeks guidance in case of ambiguity.

Proactively observes the customer service

practices in other companies and

industries and shares information with

supervisor.

Decision Making and

Solution Orientation

Empowers and encourages team

to expedite decision making at

each level. This also means taking

ownership and staying flexible

while embracing change.

1

escalating the matter to concerned

authority if required.

Appears comfortable making routine

decisions.

Identifies & communicates the need for

change in own area of operation.

Identifies & resolves bottlenecks in the

change process.

Effective Communication

is attuned to the needs,

perspectives and sensitivities of

others and act with them in

mind. Maintains effective verbal

and written communication to

set right perspective of self and

team, gathers information and

influences customer to close

assigned tasks.

2

Is effective in communicating ideas,

solutions, suggestions to customers via

email and letters.

Appropriately expresses one's own

opinion.

Is able to refrain from immediate judgment

and criticism of others ideas, delivering

criticism in a way that demonstrates

sensitivity to other's views.

Acts to understand and respond

appropriately to the concerns of others.

demonstrates openness and receptivity to

new information.

Technical

.Listening skills, Communication skills (spoken and written),

.Knowledge of processes.

.Basic Knowledge of Insurance industry preferable

.MS Office

Behavioral (Refer Appendix for details)

Level 1

(rarely / not required)

Level 2

(required frequently)

Level 3

(essential for position)

Interpersonal skills

Communication skills

Creative thinking skills

Supervising/Leadership skills

Teamwork Skills

Influencing skills

Relationship Building skills

Decision making skills

Essential

Desired

Qualification

Bachelor's degree

Professional Management Qualification

3-5 Years in a Service Sector preferably in Insurance sector

3-5Years in Financials Customer Services / Complaints handling (written)