• Effectively managing & mentoring/training the team of Service Delivery Officers in Delhi-NCR. • Driving team for cross sell target. • Sound in customer service, business policies, processes, operations & compliance norms. • Managing client escalations/grievances related to general product and/or service • Initiating client contact & better connect as needed to support RMs. • Conduct audits for the team and provide control mechanisms. • Ensure adequate inputs given for recommendations of changes in processes and controls.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases