PNB MetLife \- Inbound Customer Service Executive
Roles \& Responsibilities
Handle inbound calls from PNB MetLife policyholders and resolve their insurance\-related queries with high quality and empathy.
1\. Customer Query Resolution
\- Answer inbound calls related to policy status, premium due dates, payment receipt, fund value, and renewal
\- Resolve queries on policy servicing, surrender, loan, and claims process
\- Explain product features, benefits, and policy terms to customers
2\. Claims \& Service Support
\- Guide customers on claim intimation and documentation process
\- Update customers on existing claim status
\- Raise service requests for changes like address, nominee, mode change, etc.
3\. CRM \& Documentation
\- Log all customer interactions accurately in CRM/software
\- Raise tickets and ensure timely follow\-up/closure within TAT
\- Maintain proper call notes and disposition codes
4\. Compliance \& Quality
\- Follow IRDAI guidelines and call scripts strictly
\- No mis\-selling or false commitments to customers
\- Maintain call quality parameters: CSAT, AHT, FCR
5\. Upsell/Cross\-sell (Soft)
\- Identify opportunities for policy revival, top\-up, or rider addition during calls
\- Pitch add\-on benefits as per customer need \- no hard selling
\- Excellent verbal communication \- Hindi \& English
\- Active listening and problem\-solving ability
\- Basic computer \& typing skills
\- Patience and empathy while handling irate customers
\- Knowledge of life insurance basics preferred
This is a pure inbound voice process with fixed day shift. Main focus is service, not sales.
Job Type: Full\-time
Pay: ₹18,000\.00 \- ₹25,000\.00 per month
Work Location: In person