Job Description

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About HDFC Life:

HDFC Life, one of India's leadingprivate life insurance companies, offers a range of individual and groupinsurance solutions. HDFC Life continues to have one of the widest reachesamong new insurance companies with about 380+ branches in India touchingcustomers in over 900 cities and towns. Our long stated strategy of balancedproduct mix, diversified distribution, continuous product innovation andreimagining insurance through effective use of technology has enabled us tocontinue our journey despite the ever-changing external environment.

Purpose of the Job:

Work upon Front end customerinteractions for policy servicing queries and requests on emails and calls.Ensuring service requests and queries are resolved to customer satisfaction. Towork upon improving servicing metrics like TAT, VOC Scores and reduce PolicyServicing complaints

Duties & Responsibilities:

Responsible for resolving customer queries andservice requests received through email and call centre

Coordinate with internal teams to ensure therequests are closed in a timely manner

Deliver best in class customer experience in theservice interactions leading to improved VOC

Identify gaps in existing processes and workwith various project teams to drive improvements

Ensure SLA's, TAT's, Productivity and Qualitymetrics are met as per defined targets

Monitor & maintain quality of thetransactions and interactions

Knowledge, Skills &Abilities:

Minimum 2 + yrs of experience with knowledge ofInsurance domain and customer servicing background

Education- Minimum Graduate

Required Skills:

'Good written & Verbal communication skills

Knowledge of basic MS Excel, Word &PowerPoint

Problem solving & analytical skills

Minimum qualification- Graduation

Should come across as a warm & assertiveteam player with ability to adapt with changes

Candidate should have ability to learn &innovate in providing differential service experience

About Company:

HDFC Life, one of India's leading private life insurance companies, offers a range of individual and group insurance solutions. It is a joint venture between Housing Development Finance Corporation Limited (HDFC), India's leading housing finance institution and Standard Life plc, the leading provider of financial services in the United Kingdom. HDFC Life's product portfolio comprises solutions, which meet various customer needs such as Protection, Pension, Savings, Investment and Health. Customers have the added advantage of customizing the plans, by adding optional benefits called riders, at a nominal price. The company currently has 37 retail and 8 group products in its portfolio, along with 9 optional riders catering to the savings, investment, protection and retirement needs of customers. HDFC Life continues to have one of the widest reaches among new insurance companies with about 500 branches in India touching customers in over 900 cities and towns. The company has also established a liaison office in Dubai. HDFC Life has a strong presence in its existing markets with a strong base of Financial Consultants.