Grievance Officer - Motor Insurance

About Angel One :

Angel One Limited is a Fintech company providing broking services, margin trading facility, research services, depository services, investment education and distributes third party financial products to its clients, on a mission to become the No. 1 fintech organization in India. With over 2 crore+ registered clients, we are onboarding an average of over 800k new clients every month in the current financial year. We are working to build personalized financial journeys for our clients via a single app, powered by new-age tech, AI, Machine Learning and Data Science.

We have a flat structure, with ample opportunity to showcase your talent and a growth path for you to the very top. We are aggressively hiring for various non-tech and tech roles across India. Join our team and experience the best of both worlds at Angel One! Check out our careers section!

Why You'll Love Working at Angel One!

• Ranked Top 25 Companies to Work in India: 🏆We're proud to be recognized as one of the best workplaces, certified for 8 consecutive years.
• Innovative Culture: 💡Ideate, innovate, and create cutting-edge fintech solutions with AI and Machine Learning.
• Be part of something huge: 🤝 Be at the Forefront of Fintech Innovation
• Bold Approach: 💪We're not just growing a customer base; we're unlocking potential, aiming to touch a billion lives. It's about more: more drive, more initiative, and a bolder way of working.

Job Title: Grievance Officer Insurance Third Party Distribution

Location: Mumbai

What you will do:

The Grievance Officer will be responsible for managing and resolving customer complaints related to the distribution of insurance products. This role focuses on ensuring customer satisfaction, compliance with regulatory grievance redressal standards, and maintaining the companys reputation in the industry.

Key Responsibilities:

1. Grievance Handling & Resolution:

• Address and resolve customer complaints related to insurance products and services within the stipulated timelines as per IRDAI guidelines.
• Ensure effective communication with customers to resolve grievances amicably.
• Document all grievances received and maintain detailed records of actions taken and resolutions provided.

2. Compliance & Regulatory Adherence:

• Ensure compliance with the IRDAI’s grievance redressal regulations and guidelines.
• Prepare and submit periodic reports on grievance status to management and regulatory bodies.
• Monitor the effectiveness of grievance redressal processes and recommend improvements as needed.

3. Customer Service Improvement:

• Analyze recurring complaints and identify root causes to reduce complaint volume.
• Collaborate with internal teams to address systemic issues affecting customer experience.
• Develop strategies to enhance customer satisfaction and improve service delivery.

4. Reporting & Documentation:

• Maintain an up-to-date grievance register as per regulatory requirements.
• Prepare comprehensive reports on grievance trends and resolution rates for internal stakeholders.
• Ensure all grievance data is accurate and available for audits and regulatory inspections.

5. Training & Awareness:

• Conduct training sessions for customer-facing teams to improve handling of customer complaints.
• Raise awareness among employees regarding grievance redressal policies and procedures.

Key Requirements:

• Educational Qualifications:
• Bachelor’s degree in any discipline, preferably in Law, Finance, or Insurance.
• Certifications in customer service or compliance are a plus.
• Experience:
• 3-5 years of experience in handling customer grievances, preferably in the insurance or financial services sector.
• Knowledge of IRDAI regulations related to customer grievances and redressal mechanisms.
• Skills:
• Strong communication and negotiation skills.
• Empathetic and customer-centric approach.
• Proficient in grievance management software and MS Office Suite.
• Analytical skills to identify trends and resolve root causes of complaints.

Personal Attributes:

• High level of integrity and professionalism.
• Ability to remain calm and handle difficult situations.
• Strong problem-solving abilities and attention to detail.
• Ability to work both independently and collaboratively.

What's in it for You?

• Empowered Growth: 🚀 We invest in your growth and empower you to explore your full potential.
• Exceptional Benefits: 🧘‍♀️ Our comprehensive benefits package includes health insurance, wellness programs, learning & development opportunities, and more.

For a deeper dive into our company culture and vision, explore our Company Deck.

At Angel One, our thriving culture is rooted in Diversity, Equity, and Inclusion (DEI).

As an Equal opportunity employer, we wholeheartedly welcome people from all backgrounds irrespective of caste, religion, gender, marital status, sexuality, disability, class or age to be part of our team.

We believe that everyone's unique experiences and viewpoints make us stronger together. Come and be a part of #OneSpace*, where your individuality is celebrated and embraced.

Interested candidate can share CV at naina.gurang@angelbroking.com