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28/11 Aman Sharma
Senior HR Operations Officer at India Infoline Finance Limited

Views:81 Applications:11 Rec. Actions:Recruiter Actions:8

IIFL - Customer Service Officer - Complaints Handling - Insurance (0-3 yrs)

Maharashtra/Thane Job Code: 100554

Skills Required :

- Graduates/Post Graduates from Commerce background.

- Min 3-4 years exp in handling Insurance complaints - emails/calls/letters with min 1 year experience as Team Leader.

- Good communication in English, both spoken & written.

- Basic knowledge of Insurance products & processes.

- Understanding of customer behavior & possible triggers for complaints/escalation.

- Good Convincing & customer retention skills

- Strong analytical & decision-making skills.

Roles & Responsibilities :

- Effectively manage the team in providing resolution to Customer complaints.

- Responsible for Productivity of Team, SLAs of department & adherence to complaints resolution TAT.

- Responsible for independently receiving, documenting, investigating & coordinating responses on complaints.

- Monitor IRDAI / Ombudsman complaints & ensure adherence to regulatory TAT.

- Coordinating with Legal/Compliance team & facilitate input for case handling wherever required.

- Focused on enhancing customer experience & reduction of repeat complaints.

- Responsible for maintaining complaints records, performing trend analysis on complaints, identification of preventive measures & preparing reports for periodic reviews.

Job Type: Full-time

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