International BPO Executive

Job highlights

• Health InsuranceJob DescriptionRole OverviewThe Customer Support & Negotiator will be responsible for managing the customer from case assignment through resolution, while also handling direct communication and negotiations with banks.This is a single-owner role — the same person is responsible for both customer support and bank negotiation.Key ResponsibilitiesCustomer SupportHandle assigned customers through phone, WhatsApp and email.Maintain regular communication and provide timely case updates.Understand customer concerns and resolve queries.Collect and verify required documents.Maintain accurate case updates in the system.Ensure customers are properly informed about the progress of their case.Handle customer concerns professionally and escalate serious issues to the SPOC/SME.Bank NegotiationContact banks and relevant banking representatives.Negotiate for suitable settlement/restructuring options for customers.Follow up with banks regularly for offers and resolutions.Explain availabl

Role OverviewThe Customer Support & Negotiator will be responsible for managing the customer from case assignment through resolution , while also handling direct communication and negotiations with banks. This is a single-owner role — the same person is responsible for both customer support and bank negotiation . Key Responsibilities Customer Support Handle assigned customers through phone, WhatsApp and email. Maintain regular communication and provide timely case updates. Understand customer concerns and resolve queries. Collect and verify required documents. Maintain accurate case updates in the system. Ensure customers are properly informed about the progress of their case. Handle customer concerns professionally and escalate serious issues to the SPOC/SME. Bank Negotiation Contact banks and relevant banking representatives. Negotiate for suitable settlement/restructuring options for customers. Follow up with banks regularly for offers and resolutions. Explain available bank offers clearly to customers. Coordinate required documents and approvals. Drive each liability towards successful resolution and closure. Maintain complete records of all bank communications and negotiations. Case Management Handle a maximum of 30 active cases at a time . Ensure cases do not remain stagnant. Follow up consistently until resolution. Move completed/resolved cases out of the active bucket so new cases can be assigned. Maintain proper case ageing and next-action updates. Bank Visits Identify cases where a bank visit is genuinely required. Coordinate with the SPOC/SME for scheduling. Prepare the customer and required documents before the visit. Complete follow-up after the bank visit. Customer Satisfaction & Reviews Focus on providing a positive customer experience. Proactively identify unhappy customers and resolve concerns. Ensure satisfied customers are encouraged to provide genuine reviews . Key Performance IndicatorsCase Closures Liability Closures Successful Bank Negotiations Customer Satisfaction Customer Reviews Case Turnaround Time Follow-up Quality Number of stagnant/overdue cases Customer escalation levels