Key Responsibilities:
Ü Resolution of Queries:
Ø Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreement’s
Ø Ensure adherence to documented processes, procedures and controls
Ø Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to ensure that all local queries/complaints are resolved
Ø Ensure follow up with customers / Agents to ensure complete satisfaction
Ø Publish MIS and Dashboards
Ü Data Analysis:
Ø Help in Root cause analysis of Queries / Complaints received
Ø Strictly follow the Escalation Matrix
Measure of Success:
Ø Customer satisfaction scores
Ø Agent satisfaction scores
Ø TAT of Customer/Agent query resolution as per defined SLA
Ø 100% compliance to standards.
Ø 100% compliance to Quality Scores and Grievance KPI’s.
