Executive - Customer Engagement (Agency)

Overview

Axis Max Life Insurance Limited is a collaboration between Axis Bank and Max Life Insurance, dedicated to offering comprehensive life insurance and financial security products. They provide a broad array of plans including term insurance, savings, retirement, and investment-linked policies. The company emphasizes a strong distribution framework alongside a customer-first methodology to provide enduring value and protection to families and individuals throughout India.

Role Responsibilities

• Oversee office administrative assets ensuring their maintenance and proper upkeep.
• Manage agent contracting processes to support agency operations.
• Handle processing of new business applications efficiently.
• Ensure timely banking of initial renewal premiums within stipulated timelines.
• Manage petty cash and process vendor payments accurately.
• Implement retention strategies for surrender requests to minimize policy lapses.
• Execute all service requests following policy issuance thoroughly.
• Respond to customer queries and complaints promptly and effectively.
• Maintain high Net Promoter Scores (NPS) to reflect customer satisfaction.
• Process life and health insurance claims as per company guidelines.
• Address compliance-related matters to meet regulatory requirements.
• Participate in audit rating processes ensuring quality standards.

Performance Targets

• Deliver service excellence with resolution within 3 days.
• Achieve 70% customer engagement rates.
• Retain 68% of surrender requests.
• Maintain an NPS score of 85.
• Complete 100% banking activities within 24 hours.

Qualifications and Experience

• Graduate or post-graduate degree in any discipline.
• 1 to 2 years of experience in frontline customer service roles.
• Knowledge and application of service quality standards.

Skills and Attributes

• Strong customer-centric approach with a commitment to service.
• Excellent verbal and written communication capabilities.
• Effective coordination and organizational skills.
• Proficiency in data management, particularly with Excel.