- Monitor and evaluate the performance of subordinates and report accordingly.
- Maintain close follow up on all received client requests/complaints through the Call Center and branches ensuring prompt and regular feedback as required.
- Prepare monthly complaints reports and analyze root causes of complaints to recommend alternatives and solutions that would minimize the ratio of similar cases.
- Handle complex customer complaints or enquiries by providing exemplary solutions and alternatives for difficult situations together with an accurate follow-up on service standards.
- Follow up with customers to ensure that they are satisfied with the resolutions of their complaint.
- Coach and train related Complaints Management team to identify the best way to resolve complaints and provide them with necessary tools.
- Retain business by reporting disputes and escalating to related management.
- Day-to-day management of the team ensuring that all new complaints are assigned for investigation and responded to in an effective and timely manner.
5 – 7 years of experience2 - 3 years of experience in customer service (preferred insurance background).Insurance experience in both Life & P&CExcellent time management and organizational skills.Results oriented.Excellent negotiation skills.Strong problem-solving abilities.