Sr. Executive – Customer Service (POS)

A leading life insurance company is seeking a dedicated Senior Executive – Customer Service (POS) to join its policy servicing team. In this essential role, you will be responsible for processing a variety of customer requests, including major and minor policy alterations. Furthermore, you will manage customer-initiated payouts such as surrenders, partial withdrawals, and loans. Consequently, this position is vital for delivering a best-in-industry service experience and maintaining high levels of customer trust.

The Senior Executive – Customer Service (POS) must ensure that all service requests are closed accurately and within established turnaround times (TATs). Additionally, you will collaborate with technology and other departments to handle processes end-to-end while maintaining zero service-related complaints. Therefore, the company is looking for a professional with at least 2 years of experience in policy servicing. If you have strong logical reasoning and a commitment to process excellence, this Senior Executive – Customer Service (POS) role offers a premier career opportunity.

Key Responsibilities for the Senior Executive – Customer Service (POS)

• Process diverse customer requests, including major/minor alterations and ULIP-specific transactions.
• Manage the end-to-end execution of customer payouts, including Freelook, Surrenders, and Loans.
• Ensure 100% of payouts are processed through electronic modes for efficiency and security.
• Adhere strictly to Standard Operating Procedures (SOPs) to maintain high quality and compliance.
• Maintain the integrity of the policy servicing function by ensuring zero audit observations.
• Collaborate with cross-functional teams and technology partners to streamline service workflows.
• Prepare and share daily MIS reports with senior management to provide visibility on operations.
• Update and amend SOPs promptly whenever there are changes in the underlying business processes.
• Monitor service requests continuously to prevent escalations and ensure timely resolution.
• Utilize self-service modules and digital tools to enhance the real-time update experience for customers.

Requirements and Qualifications

• Minimum of 2+ years of professional experience in the Policy Servicing function of a Life Insurance company.
• Proven ability to handle high volumes of service requests with 100% accuracy and speed.
• Strong proficiency in Microsoft Office, particularly in Excel and PowerPoint for data management.
• Excellent written and verbal communication skills for effective internal and external coordination.
• Demonstrated logical reasoning skills to troubleshoot and resolve complex policy-related queries.
• Previous experience managing payouts and policy alterations within a fast-paced environment.

Core Competencies and Focus Areas

• Strict adherence to TATs to meet and exceed industry service standards.
• High level of attention to detail to ensure the accuracy of financial payouts and data entry.
• Proactive approach to problem-solving with a goal of maintaining zero customer escalations.
• Commitment to continuous improvement and digital innovation in customer service journeys.
• Strong sense of ownership and accountability for the end-to-end customer request lifecycle.

If you are a service professional ready to drive the Senior Executive – Customer Service (POS) function for a premier insurer, we encourage you to apply today!