Complaints Specialist

Key Responsibilities:

• Manage and resolve customer complaints received via Contact Centre, Email, IRDAI, Walk-ins, Ombudsman, NCH, PG Portal, and Social Media platforms.
• Accurately tag complaints and ensure resolution within defined Service Level Agreements (SLAs).
• Handle and track service requests, ensuring timely closure and customer communication.
• Respond to customer queries and complaints via email with clarity, empathy, and professionalism.
• Conduct Root Cause Analysis (RCA) for recurring issues and provide insights to improve processes and reduce complaint volumes.
• Maintain accurate records and provide necessary data and reports related to complaints and service requests as required.
• Ensure adherence to IRDAI and internal Turnaround Times (TATs) and guidelines.
• Liaise with internal departments and external stakeholders to gather information and facilitate complaint resolution.

Key Skills & Competencies:

• Strong written and verbal communication skills
• Customer-centric approach with empathy and patience
• Analytical thinking and problem-solving ability
• Knowledge of IRDAI regulations and grievance redressal norms
• Proficiency in MS Office and CRM systems
• Ability to multitask and manage time effectively

Qualifications & Experience:

• Graduate/Postgraduate in any discipline
• 2–5 years of experience in General Insurance, customer service, complaints handling, or grievance redressal (preferably in General Insurance sector)

Bachelor's Degree

At Liberty General Insurance, we create an inspired, collaborative environment, where people can take ownership of their work; push breakthrough ideas; and feel confident that their contributions will be valued, and their growth championed.

We have an employee strength of 1200+ spread over a network of 116+ offices in 95+ cities, across 29 states. Our partner network consists of about 5000+ hospitals and more than 4000+ auto service centers.

We believe and live by our values every day - Act Responsibly, Be Open, Keep it Simple, Make things better and Put People First.

For learning about our key USPs, you can go visit our website.

Working with Liberty also provides you an opportunity to experience “One Liberty Experience”.

We create the One Liberty experience through

• Providing Global exposure to employees by including them in cross country projects that gives them opportunities to work with diverse teams within & outside India.
• Fosters Diversity, Equity & Inclusion (DEI) to create equitable career opportunities
• Flexi Working arrangements

If you aspire to grow & build your capabilities to work in a global environment, Liberty is the place for you!