Handling of below new business activities
- New Business Refund
- Fund Transfer
- NTU/Reopening/Cancellation
- Customer communication
- Vendor Management
- Complaints
- MIS/Report Preparation
- Billing / Provisioning / Documentation
- Risk Management/ Compliance
- Awards & Campaign management
Key Result Areas
Refund (TAT to be maintained as per IRDA regulations, Disbursement & Vendor Recon)
- Collect or download input data from CRM-NCIT/ODS/NBFEUIM/report to derive the final U/W date for refund TAT calculation.
Fund Transfer/ Credit Card Extraction
- FT document verification & adhere scrutiny check points
- Validate collection details for online payment
NTU/Reopening/Cancellation
- Validate the cancellation and reopening request and process in the system
- NTU - Reconciliation to be done based on weekly basis for NTU
Automation of New Business processes
- Check the feasibility for system automation for NB process and raise the CR & PIR wherever required
Customer communication
- Ensure communication is getting triggered on time for the handled process
Vendor Management
- Manage vendors in respective function effectively and in cost efficient manner
Complaints / Escalations
- Ensure to minimize the escalation & complaints for handled process
MIS/Report Preparation
- Based on requirement share the MIS and Report submission
Billing / Provisioning / Documentation
- Ensure Billing, provision & document work happened as per Timelines
Risk Management/ Compliance
- Risk & compliance submission report is important task hence must deliver as per received timelines
Awards & Campaign management
Competencies (Please copy paste from Competency Dictionary)
Proficiency Scale
Proficiency Scale Description
Customer & Consumer Orientation – 2
- Communicates with the customer and consumer to understand their stated needs.
- Provides the expected services, as per the organization policies and procedures.
- Identify gaps with respect to current processes to reduce turn around time.
Business Acumen and Functional Knowledge – 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 – 1
- Keeps self aware of the important stakeholders (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 – 1
- Understands the urgency and is quick in 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 – 2
- Is effective in communicating ideas, solutions, suggestions to customer via email and letters.
- Appropriately expresses ones own opinion.
- Is able to refrain from immediate judgment and criticism of others ideas, delivering criticism in a way that demonstrates sensitivity to others views.
- Acts to understand and respond appropriately to the concerns of others; demonstrates openness and receptivity to new information.
G Skills Required
Technical
- Listening skills, Communication skills, & thorough knowledge of processes and systems
- Data analysis
- Basic Knowledge of Insurance industry preferable
- MS Office (Excels, MS Access and PowerPoint presentation)
Technical
Behavioral
Essential
Desired
- Interpersonal skills – Yes
- Communication skills – Yes
- Creative thinking skills – Yes
- Supervising/Leadership skills – Yes
- Teamwork Skills – Yes
- Influencing skills – Yes
- Relationship Building skills – Yes
- Decision making skills – Yes
H Incumbent Characteristics
Essential
Desired
Qualification
- Bachelor Degree
- Professional Management Qualification
Experience
- 3–5 Years in a Service Sector
- 3–5 Years in Financials Customer Services / Queries handling
- MIS and PPT skills
