TM-AM-Policy Servicing

Job Description   

Key Responsibilities
Team Leadership & Supervision:
Manage a team of policy servicing associates, providing guidance, training, and performance evaluations.
Foster a collaborative environment to achieve departmental goals and maintain high morale.

Policy Alterations & Transactions:
Oversee processing of financial policy changes-Fund Transfer of fund value to issuance of new policy/application.
Ensure adherence to Service Level Agreements (SLAs) and regulatory timelines.

Vendor Management:
Supervise vendor, ensuring timely processing of FT Request and balance payment to client account with accuracy and compliance of regulatory guidelines.
Coordinate with internal departments and external vendors to facilitate timely billing settlements.

Customer Service Excellence:
Address escalated customer queries and complaints, providing resolutions in line with company policies.
Implement feedback mechanisms to continuously improve service delivery.

Process Improvement & Compliance:
Regularly review and update Standard Operating Procedures (SOPs) to align with industry best practices and regulatory changes.
Conduct audits and quality checks to ensure compliance with internal and external standards.

Reporting & Documentation:
Prepare and present regular reports on team performance, policy servicing metrics, and customer satisfaction.
Maintain accurate records of all policy servicing activities for audit and compliance purposes.