Senior Associate - Customer Service

Key Responsibilities

• Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreements.
• Ensure adherence to documented processes, procedures and controls.
• Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to ensure that all local queries/complaints are resolved.
• Ensure follow up with customers/Agents to ensure complete satisfaction.
• Publish MIS and Dashboards.
• Help in Root cause analysis of Queries/Complaints received.
• Strictly follow the Escalation Matrix.
• Manage day-to-day customer service operations for insurance customers.
• Handle customer queries, complaints, and escalations within defined TATs.
• Ensure high levels of customer satisfaction and service excellence.
• Coordinate with underwriting, claims, sales, and backend teams for resolution management.
• Monitor service metrics such as SLA, TAT, CSAT, NPS, and productivity.
• Drive process improvements and operational efficiency initiatives.
• Ensure compliance with regulatory and company guidelines.
• Prepare MIS reports, dashboards, and management presentations.
• Support digital transformation and customer experience enhancement initiatives.

Measure of Success

• Customer satisfaction scores
• Internal quality scores
• TAT of Customer/Agent query resolution as per defined SLA
• 100% compliance to standards

Desired Qualifications and Experience

• Graduate with 1-2 years’ experience in Operations/Customer Care for Associate/Sr. Associates and minimum 2-3 years’ experience for Assistant Manager.
• Good English & Hindi speaking skills.
• A keen interest in the Internet.
• Strong working knowledge of computers.

Required Skills

• Strong understanding of insurance operations and customer handling.
• Excellent communication and stakeholder management skills.
• Team handling and people management experience.
• Escalation and grievance handling expertise.
• Analytical and problem-solving skills.
• Knowledge of service quality metrics and process improvement.
• Proficiency in MS Excel, PowerPoint, and reporting tools.