About us Navi is one of the fastest-growing financial services companies in India providing Personal & Home Loans, UPI, Insurance, Mutual Funds, and Gold. Navi's mission is to deliver digital-first financial products that are simple, accessible, and affordable. Drawing on our in-house AI/ML capabilities, technology, and product expertise, Navi is dedicated to building delightful customer experiences. Founders: Sachin Bansal & Ankit Agarwal What makes you a good fit at Navi? ● Ability to learn● Being disciplined ● Communicating wellAbout the Role We are seeking a compassionate, solutions-oriented De-escalation Agent to join our Claims Relationship Management Team. This role is critical in managing and de-escalating complex or emotional customer interactions, specifically around health claims escalations and rejection calls. The ideal candidate will be skilled in diffusing high-stress situations, understanding customer pain points, and offering effective resolutions while maintaining a professional and empathetic demeanor. Key Responsibilities:● De-escalation of customer issues: Serve as the primary contact for escalated customer claims and concerns, responding with calm empathy, addressing issues diplomatically, and ensuring satisfaction while adhering to company policies ● Conflict Resolution through internal collaboration: Be the voice of the customer in Navi and work closely with the claims processing, and other related teams to ensure smooth resolution of escalated cases. ● Rejection Call Handling: Manage rejection calls with empathy, clearly explaining the reasons behind claim rejections and offering guidance on next steps ● Customer Experience & Retention: Enhance the overall customer experience by demonstrating patience, empathy, and understanding and provide clear, understandable, & compassionate communication to customers regarding claim What are some good skills for this role? ● Ability to grasp the domain quickly and develop business insights ● Exceptional communication skills (Oral and Verbal) ● Proactive in identifying potential issues and implementing the necessary corrective measures. ● Strong stakeholder management to drive ● Excellent logical reasoning skills ● Prior experience managing escalations is preferred. ● Previous experience or understanding of insurance and health claims is advantageous. ● Qualification: Any graduate. ● Knowledge of additional languages is a plus, with proficiency in Hindi and English being essential.
Job Title
Subject Matter Expert