Manager - Digital Customer Engagement Kolkata, Mumbai, Gurugram
- An Insurance
- 7 - 10 years
- Kolkata
- 7 months ago
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Job Description
Role & responsibilities
KEY RESPONSIBILITIES
- Digital Customer Engagement
- Call Quality Audit of digital calls taken by respective team members.
- Ensuring quality in Digital calls and responsible for Call Quality Scores.
- Reduction in CXO escalation / Service Grievance
- 13M & 25M Persistency
- Driving 0-60-day collection by calling the customers / sellers
- Driving 0-90-day collection by calling the customers / sellers
Creating visibility for all stake-holders and having a weekly governance rhythm
with the Regional Manager / Office Heads & DIGITAL CET team. Corrective and
preventive measures to be implemented to improve persistency, FTR & P2A.
- Retention
- Engage to retain Retaining customers with mis-selling complaint
- Freelook Retaining customers who wish to cancel the policy
- Surrender Retaining customer who come to surrender the policy
- ECS Retaining customers who want to deactivate their ECS payment
method
Training and skilling the front-end team on how to engage with the Digital
customers by using the retention tools and objection handling scripts.
Collaborating with the OH to form an effective task team.
- Revenue Generation Service to Sales / Recruitment
- Identify training needs of Digisaarthi team and skill them.
- Coaching and Developing the team to meet their goals
- Driving the team to always look for opportunity to upsell a customer
once retained.
- Business Deliverables
- Enabling the advisors and distribution team on how to manage the WIP
on mPro/ SARAL and servicing in mPower.
Traction of Applied to Paid for the region
Conducting process refreshers and process changes session with the
distribution team
Distribution Engagement
Monthly connect with the OH
Creating awareness amongst Advisors Quality of Business
Coordination with various stake holders
Preferred candidate profile
Job Classification
Industry: InsuranceFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success ManagerEmployement Type: FreshersContact Details:
Company: An InsuranceLocation(s): Kolkata
Keyskills: Customer Retention Customer Engagement Customer Satisfaction
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