Front end customer interactions for policy servicing queries , requests and complaints for HNI/NRI customers
Improve Servicing TAT, VOC Scores and reduce Policy Servicing complaints for HNI Customers
Adherence to resolution quality parameters and ensuring Nil observations in SDA and Concurrent Audit
Extend customer reach through outbound call for explaining FR raised, understanding email concerns & recovery of lost service grounds
Identify gaps in processes and work on projects, processes and initiatives in order to make our customer journeys simple, seamless and frictionaless across the value chain to prevent issues from re occuring
Provide end to end resolution of HNI QRC within TAT
Responsible for proactive outreach to HNi/NRI customers to help them get their payout released/PS,Maturity/Annuity processed within TAT by ensuring complaince of FR raised
Response for outreach to customers where Maturity/Annuity/ Surrender refunds is on hold due to FR and ensure submission and process of transaction within TAT
Responsible for reducing FR raised at Email touchpoint for seamless service delivery
Responsible for reduction of HNI/NRI Unclaimed balance
