PNB MetLife - Inbound Customer Service Executive
Roles & Responsibilities
Primary Role:
Handle inbound calls from PNB MetLife policyholders and resolve their insurance-related queries with high quality and empathy.
Key Responsibilities:
1. Customer Query Resolution
- Answer inbound calls related to policy status, premium due dates, payment receipt, fund value, and renewal
- Resolve queries on policy servicing, surrender, loan, and claims process
- Explain product features, benefits, and policy terms to customers
2. Claims & Service Support
- Guide customers on claim intimation and documentation process
- Update customers on existing claim status
- Raise service requests for changes like address, nominee, mode change, etc.
3. CRM & Documentation
- Log all customer interactions accurately in CRM/software
- Raise tickets and ensure timely follow-up/closure within TAT
- Maintain proper call notes and disposition codes
4. Compliance & Quality
- Follow IRDAI guidelines and call scripts strictly
- No mis-selling or false commitments to customers
- Maintain call quality parameters: CSAT, AHT, FCR
5. Upsell/Cross-sell (Soft)
- Identify opportunities for policy revival, top-up, or rider addition during calls
- Pitch add-on benefits as per customer need - no hard selling
Skills Required:
- Excellent verbal communication - Hindi & English
- Active listening and problem-solving ability
- Basic computer & typing skills
- Patience and empathy while handling irate customers
- Knowledge of life insurance basics preferred
This is a pure inbound voice process with fixed day shift. Main focus is service, not sales.
Job Type: Full-time
Pay: ₹18,000.00 - ₹25,000.00 per month
Benefits:
- Paid time off
- Provident Fund
Language:
Work Location: In person
