Executive – Customer Engagement

Executive – Customer Engagement (Agency)

Department: Operations – Agency
Reporting To: Manager
Experience: 1–2 years
Qualification: Graduate / Post-Graduate in any discipline
Locations: Mumbai, Pune, Bengaluru, Karnal & Coimbatore
Salary Budget: ₹2.75 LPA – ₹4.08 LPA

About the Role

We are looking for a customer-focused professional to join the Operations – Agency team. The role involves handling customer service requests, policy-related processes, premium transactions, customer queries, and coordination with internal teams and vendors.

The ideal candidate should have good communication skills, strong customer-service orientation, and basic-to-good proficiency in Excel and data management.

Key Responsibilities

• Handle new business processing and post-policy service requests.
• Process and coordinate initial and renewal premium banking.
• Handle customer queries, requests, and complaints and ensure timely resolution.
• Manage surrender, free-look, and mis-selling requests, including retention-related activities.
• Support life and health claims processing.
• Conduct persistency calling and customer follow-ups.
• Maintain high standards of customer service and service quality.
• Coordinate with internal teams and external vendors for timely resolution of operational requirements.
• Manage petty cash and vendor payments as required.
• Ensure compliance with company policies and processes.
• Support audit-related activities and maintain required service standards.
• Assist with office administration, including management and upkeep of office assets.
• Identify opportunities for Service-to-Sales and Service-to-Recruitment.

Desired Skills

• Strong customer-service orientation and ability to handle customers professionally.
• Excellent verbal and written communication skills.
• Good coordination and follow-up skills.
• Ability to manage multiple customer and operational requests.
• Good working knowledge of MS Excel and data management.
• Understanding of service quality and customer experience.
• Attention to detail and ability to work within defined timelines.

Eligibility

• 1–2 years of experience in front-end customer service, customer engagement, customer support, or a similar role.
• Candidates with experience in insurance, BFSI, banking, or financial services would be relevant.