Phi - Specialist - Grievance Desk Escalations

Prudential Assurance UK

Mumbai, India
Handle grievances across escalation touchpoints
Manage complaints via social media and regulatory portals
Address ombudsman and legal cases
Ensuring timely, fair, and effective handling of grievances received across PHI escalation touchpoints

Job Summary

  • Ensuring timely, fair, and effective handling of grievances received across PHI escalation touchpoints.
  • 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 across PHI escalation touchpoints.

Skills & Requirements

Must-have

  • Handle grievances across escalation touchpoints
  • Manage complaints via social media and regulatory portals
  • Address Ombudsman and legal cases
  • Collaborate with internal and external teams
  • Ensure compliance with IRDA guidelines

Nice-to-have

  • Drive service recovery initiatives
  • Leverage digital tools for customer experience
  • Work in a fast-paced, hyper-growth environment
  • Embrace 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

Work Rights

Not specified

Tailored Resume

Cover Letter