Keywords / Skills : Should have worked as a communication trainer for US process for at least 2 + years, Should be aware of the US culture Customer Service, Attitude Conflict Resolution Skills, Technical knowledge, Presentation, Feedback & Coaching skills.
Monitor calls on Communication, Soft Skills, Process & Compliance Parameters. Provide Coaching & Feedback to enhance AM OPS /QC performance on client calls Analyze Audit data, Compliance, Communication & Process related data. Prepare & Implement action plans Analyze the Coaching / Training needs of the AM Ops and QC & support them in delivery. Conduct sessions on Grammar, Voice Modulation, Mock calls and other call protocols
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