Deputy Manager - Customer Experience Management

    Review     of     the     customer     complaints     and     provide     resolution     to     the     customer     for     their     issues.

    Close     Co-ordination     with     internal     and     external     stakeholders     like     Claims,     Operations,     Underwriting,     Sales     and     Customers     for     priority     processing     of     complaints     and     escalations.

    Conducting     Root     Cause     Analysis     of     the     factors     leading     to     customer     complaint/escalations     to     identify     and     recommend     process     gaps     for     reduction     in     customer     dissonance.

    Interaction     with     the     customers     through     email     and     on     calls     for     their     queries     and     disputes.