Executive – Head Office Service Operations

The person will be responsible for seamless functioning of customer service unit and manage, improve the relationships between a Union Assurance and its customers (offline), deep understanding of customer needs and providing administrative and operational support to a HO branch in accordance with the guidelines of the organization

Principle Accountabilities:

• Attending to the walk -in customers at the HO and ensure there are no complaints about service delays, customer service etiquette, document loss, or giving out incorrect or incomplete information
• Entering all customer (walk-in) complaints CFS system and ensure the same is addressed and resolved within 3 working days and assist senior management in development and implementation of strategies to manage and improve customer relationships.
• Delivering excellent customer service throughout their interactions with the company and ensure that customer issues are resolved promptly.
• Analyzing customer data to gain insights into customer behaviors and preferences, track customer interactions with the company, analyzing customer feedback and trends.
• Manage payment process like (Surrenders/Loans/cheque alterations etc.) and close the queries in alignment with the organization’s protocol.
• Provide customers a digitalized service by using the tabs for all scanning purposes or KYC processes to speed up the process and make it seamless
• Oversee the preparation of reports on customer behaviors, customer satisfaction, and sales performance. Utilize this data to make informed decisions about CRM strategy and provide regular updates to senior management
• Ensure quality services are provided to advisors i.e., inquiries, documentation issues and avoid visits to back office

Qualifications and Experience

• Bachelor’s degree in any discipline.
• Require knowledge of customer service and understanding of life insurance processes.
• 3-5 years’ experience in Customer Relationship Management.
• Good interpersonal skills, Quality focus and attention to detail is mandatory