Account Relationship manager|Andheri|E|Mumbai

Role- Achieve customer delight through member services for allocated accounts by ensuring adequate awareness and minimum escalation.

Responsibilities:

1. Regular client visits for orientation and member meetings.

2. Replying of all emails with appropriate solution within 24 hours of email receipt.

3. Educating the members with policy parameters and services offered by Alinea to them,

4. Handle all queries from the client, escalation, case status, empanelment related queries, month presentation proactive updates etc.

5. Data Analysis and look for solutions to improve inflow of cases.

6. Customer Delight to constantly engage clients and enhancing the high service standards set by company

7. To be in position to understand the agreed standards and having the ability to enhance the processes to meet changing customer needs.

8. To take all possible steps for maintaining service levels (as mentioned by client).

+. To ensure that the members are aware of the internal processes followed by Alinea.

10. Inter and Intra-departmental Coordination - To ensure that all customer deliverables are executed within set timelines by coordinating with various internal departments, work as part of a team and ensure that the Account Management and

11. To ensure that all internal and external communication is documented clearly.

12 To act as backup for the other functions of the team as and when required.

13. May also have to perform all above duties out of client location as an implant or even travel to other locations across India (planned travel)

14. Direct relationship with decision maker /HRs and broker point of contact and Insurer.

15. To have complete understanding of operations/processes and should adhere to protocols, also give constructive feedback on the effect it has on enhancing customer relationships so that the process can be modified and enhanced to maximize customer satisfaction

16. Manage end-to-end transitions of new inclusions as requested by the client from time to time

17. To provide all possible support and ensure renewal of client agreement.

18. To be able to escalate matters as and when required to the right people in the escalation matrix in order to achieve timely resolution.

1+. Keeping a track of VIP appointments and this includes visiting Hospitals and Diagnostic centers during HC appointment.

20. Maintain a scheduler tracking list of all the activities as requested by the client .

21. Maintaining SOP for the client to ensure there are no deviation in activities. Read more