Managing complaints from phi escalation touchpoints
Handling ombudsman and legal cases
Ensuring timely, fair, and effective handling of grievances received via IGMS and complaints which will be reported to IGMS / Bima Bharosa Portal
Job Summary
Ensuring timely, fair, and effective handling of grievances received via IGMS and complaints which will be reported to IGMS / Bima Bharosa Portal.
Work collaboratively with internal and external teams like Distribution, Branch, Claims, Underwriting, Legal, Medical services TPA etc. to expedite complaint resolution.
Participate and drive service recovery initiatives to ensure enhanced customer experience and re-instil customer trust in PHI.
Matching Summary
Ensuring timely, fair, and effective handling of grievances received via IGMS and complaints which will be reported to IGMS / Bima Bharosa Portal.
Skills & Requirements
Must-have
Handling grievances via IGMS and complaints
Managing complaints from PHI escalation touchpoints
Handling Ombudsman and legal cases
Collaborating with internal and external teams
Awareness of compliance related requirements
Nice-to-have
Voice of customer for PHI
Participating in process enhancement recommendations
Driving service recovery initiatives
Leveraging new age digital tools
Co-creation and collaboration
Key Requirements
6-7 years of experience
4-5 years of complaints handling experience
Strong knowledge of IRDA guidelines
Bachelor’s degree from a recognized University
Ability to work in a fast paced and hyper-growth environment