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656 Tata AIA Life Insurance Jobs
Senior Executive - Customer Service
2-4 years
Thane
1 vacancy
Senior Executive - Customer Service
Tata AIA Life Insurance
posted 2mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- 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
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)
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Senior Customer Service Executive roles with real interview advice
Top Tata AIA Life Insurance Senior Customer Service Executive Interview Questions
Q1. What is the reason behind introduction of Loan secure products amongst lenders and Insurance companies.
asked in
Key Account Manager interview
Q2. Say about insurance, how will get income on this plans
asked in
Key Account Manager interview
Q3. What are tax benefits provided in LI?
asked in
Corporate Accounts Manager interview
What people at Tata AIA Life Insurance are saying
Senior Customer Service Executive salary at Tata AIA Life Insurance
reported by
6
employees
with 5-15
years exp.
₹5.4
L/yr - ₹8
L/yr
74%
more
than the average Senior Customer Service Executive Salary in India
View more details
What Tata AIA Life Insurance employees are saying about work life
based on 3.2k employees
Flexible timing
Monday to Saturday
Within city
Day Shift
Tata AIA Life Insurance Benefits
Submitted by Company
Job Training Health Insurance Soft Skill Training 
Cafeteria
Submitted by Employees
Job Training 
Health Insurance 
Soft Skill Training 
Work From Home 
Team Outings 
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