Sr. Associate- Branch Operations

Job Description: Senior Associate -Branch Operations

About HDFC Life:
HDFC Life, one of India's leading private life insurance companies, offers a range of individual and
group insurance solutions. HDFC Life continues to have one of the widest reaches among new
insurance companies with about 380+ branches in India touching customers in over 900 cities and
towns.. Our long-stated strategy of balanced product mix, diversified distribution, continuous
product innovation and re-imagining insurance through effective use of technology has enabled us
to continue our journey despite the ever-changing external environment.
Purpose of the Job:
To ensure customer service and support all backend operation like NB, PS, Accounts Revival, and
Lead Generation. To track Persistency and increase the same and Revival UW

Duties & Responsibilities:

Customer Relationship and Services: Interacting with external customers and internal
customers and addressing their queries, requests and complaints. Upfront Complaint
Resolution Complaints Management.
New Business Processing: Handling end to end New business processing Scrutiny of
accepted New Business application forms, recording rejections Creation of client IDs and
receipting of money.
Policy Servicing : Processing all policy servicing txns and follow-up with HUB for same day
processing and NAV allocation

Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
Minor alteration like COA ( Change of Address)
Answering queries on phone from Channel partner, FCs as well as customers. (Most of the
coex calls up branch where they login the form for basic customer related information
categorically for existing customers.

Claims: collecting documents from claimant/field visits to claimant, or other parties involved
like public hospitals, police station etc (As and when case requires)/follow ups with Claims
department for processing, decision and claim cheque hand-over process.
Documentation: Maintenance and updating of all kinds of Reports like MINT, PEPPER
WONDERS, Files and Registers, Updation of Customer information.
Business Retention: to ensure business retention by averting lookins/withdrawal/
surrenders/premium reduction that also involves coordination with sales colleagues and
HUB.

Persistency/Revival: Revival calling for lapsed and paid-up policies for reinstatement. That
frequently requires visiting customers place to convince them on reinstating policies.
Lead Generations: Generating leads and seeking appointment with all walk-in customers
for pitching repurchase.

System updation, lead allocation and follow ups with Sales for lead closure.
Take proactive initiatives related to revenue generation through cost reduction,
productivity enhancement and process improvement.

Knowledge, Skills & Abilities:

Educational Qualification: Minimum Graduate
Age- 28 to 38 yrs
Work Experience: Minimum 2 years of experience in operations, Customer Service, Backend
operations preferably from Insurance or Banking sector.
Required Skills: Good communication skills, MS Office
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