Senior Executive - Customer Service

A Position Overview

Position Title

Sr Exec -Customer Services (Complaints handling)

Department

Operations

Level / Band

301

B Organisational Relationships

Reports to Direct

Manager - Customer Services

Matrix

Not Applicable

Supervises

None

C Job Dimensions

Geographic Area Covered

All locations from the HO

Stakeholders Internal

All departments

External

All customers

Roles and Responsibilities of Executive and Sr. Executive:

• Ensures that the complaints are registered and responded to within the stipulated TATs and in line with the Quality expectation.
• Complaint management which would require contacting the customers and understanding and assist in resolving the complaint.
• Forwards queries to respective SPOC s and coordinates for supporting evidence or documents
• Identify Root Cause for complaints and highlight the same to the concerned team.
• Mentoring new joinees by giving adequate support as a Buddy, on job training for handling complaint cases, timely assistance to resolve complaint cases. Quality evaluations to be done for new joinees cases and data to be shared with CHMR and Quality Manager for initial 10 days.
• Handling complaints received in the form of Legal notices or received from the Consumer Forum or the Ombudsman and ensuring that they are adequately addressed.
• Handling complaints pertaining to claims and ensuring that responses are sent out within the regulatory timeline for closure.

D Key Result Areas

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

Manage the team ( In case of Senior Executive )

None

E Competencies

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

behaviour. 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.

Ensures 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.

Finds 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

I s attuned to the needs,

perspectives and sensitivities of

others and acts 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 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.

F Skills Required

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

Incumbent Characteristics

Essential

Desired

Qualification

Bachelor Degree

Professional Management Qualification

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

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