Key Responsibilities:

Policy Servicing & Adjustments

• Process mid-term policy adjustments, including changes to coverage, insured members, or policy terms.
• Handle upgrades and downgrades of plans per customer requests and eligibility criteria.
• Update and manage personal information changes such as address, contact details, and nominee information.

Billing & Collections Management

• Manage premium collections, ensuring timely payments and maintaining accurate billing records.
• Investigate and resolve issues related to failed premium collections, including payment reattempts, customer follow-ups, and coordination with the finance team.
• Facilitate payment method changes, such as updates to direct debit or credit card information.

Customer Support & Complaint Handling

• Respond promptly and effectively to customer inquiries through phone, email etc.
• Handle complaints with empathy and efficiency, ensuring proper documentation, escalation where necessary, and resolution within defined timelines.
• Keep customers informed throughout the complaint resolution process and follow up to ensure satisfaction.

Compliance & Documentation

• Ensure all policy servicing activities comply with internal policies and regulatory guidelines.
• Maintain accurate, up-to-date servicing records and support audit readiness.

Required Skills and Qualifications:

• Bachelor’s degree in Business Administration, Insurance, or related field.
• Minimum 2 years of experience in a customer service role within the insurance or financial services sector.
• Strong understanding of health insurance processes and servicing operations.
• Excellent verbal and written communication skills.
• Proficiency in CRM platforms and MS Office.
• Strong analytical and problem-solving abilities.