• Knowledge of Health Insurance.
• Strong phone & Communication skills & contact handling skills and active listening.
• Familiarity with technical applications &CRM practice.
• Ability to multi-task, prioritize and manage time effectively.
• Customer orientation and ability to adapt/respond to different types of characters.

3) Job Context & Major Challenges: Write the specific aspects of the job that provide a challenge (internal and external) to the jobholder in the context of the Business/Unit/Function/Department/Section

• A Comprehensive Incentivized Wellness Program that will attract the young and health conscious and will motivate, guide and reward them to stay healthy
• A Chronic Care Management Program to cater to the unmet needs of a growing Indian population of those suffering from chronic lifestyle conditions like Diabetes, Asthma, High Cholesterol and Hypertension from Day 1
• ABHICL serves as an enabler and influencer of health and healthcare choices that customers make, in addition to being a payer of healthcare expenses. Thus, ABHICL would act like a much needed catalyst to grow the prevalent health insurance landscape in India through product innovations and a wider choice of consumer relevant products.
• ABHICL’s vision has always been digital. The company has been successful in adopting paper-less approach right from identifying to on-boarding to delivering seamless experience of its customers & employees.

Challenges

• Changing Customer’s perception of value proposition - Our CVP such as Incentivized wellness and chronic care management program requires continuous communication and engagement with our customers and distributors.
• Distribution scale-up: Distribution Readiness: Considering the comprehensiveness of our offerings, Distribution engagement and sales training across channels is required to be more rigorous.
• Distribution Costs: Third party distribution costs have also been higher than estimated originally which may impact economics due to intense competition in bancassurance segment.
• Traditional ecosystem – The current Health Insurance Industry ecosystem incl. hospitals and diagnostic centers are taking time for being fully oriented to our model. We are addressing this with continued engagement. Extensive partnerships with the new age tech based providers for digitized delivery model are being explored
• Driving profitability–various segments / lines of business

Opportunities –

• Health Insurance sector offers tremendous potential due to inadequate penetration as only 3% of the retail population is covered. As awareness levels increase, it would simulate demand for insurance products. This would provide significant opportunity to create multi-distributions channels and diversifying product mix. Balancing growth and profitability will be key going forward as the industry continues to grow at a higher rate/

Role holders Knowhow & expertise

• Excellent communication skills are one of the important key for the role.
• Provide accurate, valid and complete information by using the right methods/tools.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Identify and assess customers’ experience to achieve satisfaction.

Key Challenges for the role –

• A good customer service interaction will anticipate that need and might even go the extra mile to manually perform the reset and provide product details, all while educating the customer on how they can do it for themselves in the future.
• Patience is crucial for customer service professionals. After all, customers we reach out to support are often confused and frustrated.
• Good writing means getting as close to reality as words will allow. Without an ounce of exaggeration, being a good writer is the most overlooked, yet most necessary, skill to look for when it comes to hiring for customer support
• The ability to truly listen to customers is crucial to providing great service for a number of reasons. Not only is it important to pay attention to individual customers’ experiences, but it’s also important to be mindful and attentive to the feedback that you receive at large.

• Updating accurate customer information in system for better trackable of customer health and future contactability.

• Should have active listening capability to Handle customer query & concerns for good customer experience.
• Better understanding of technical skills to resolve customer query and concern through various applications on real time.
• Risk reduction by guiding the customer to be Healthy.

6) Relationships: Describe the nature and purpose of most important contacts or relationship (except superior/team members) with individuals, departments, organizations inside and outside of the organization, that job is required to interact with in order to deliver the job objectives

Relationship Type

Frequency

Nature