Senior Associate Branch Operations

Role & responsibilities

• Customer Relationship and Services:

o Interacting with external and internal customers and addressing their queries, requests and complaints

o Upfront complaint resolution & management

• New Business Processing:

o Handling end to end log ins & support sales in policy conversions

o Scrutiny of accepted New Business application forms & recording rejections

• Policy Servicing:

o Processing all policy servicing transactions and follow-up with HUB Operations for same day processing and NAV allocation

o Refunds processing and dispatch

o Undelivered policy documents tracking and management

o Maintenance of all files and registers

o Minor alteration like COA (Change of Address)

o Answering queries on phone from Channel partner, FCs as well as customers

• Claims:

o Collecting documents from claimant/field visits to claimant, or other parties involved like public hospitals, police station etc. (As and when case requires)

o Follow ups with Claims department for processing, decision and claim cheque hand-over process

• Documentation: Maintaining and updating of all kinds of Reports like MINT, PEPPER WONDERS, files and registers & updating customer s information

• Business Retention: To ensure business retention by averting look ins/withdrawal/ surrenders/premium reduction that also involves coordination with sales colleagues and HUB

• Persistency/Revival: Revival calling for lapsed and paid-up policies for reinstatement that frequently requires visiting customers place to convince them on reinstating policies

• Lead Generations:

o Generating leads and seeking appointment with all walk-in customers for pitching repurchase.

o System updation, lead allocation and follow ups with Sales for lead closure.