Roles & Responsibilities
· Effectively manage the team in providing resolution to customer complaints.
· Responsible for Productivity of Team, SLAs of department & adherence to complaints resolution TAT.
· Responsible for independently receiving, documenting, investigating & coordinating responses to complaints.
· Monitor IRDAI/Ombudsman complaints & ensure adherence to regulatory TAT.
· Coordinating with Legal/Compliance team & facilitate input for case handling wherever required.
· Focused on enhancing customer experience & reducing repeat complaints.
· Responsible for maintaining complaints records, performing trend analysis on complaints, identification of preventive measures & preparing reports for periodic reviews.
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