Specialist - Social Media Escalations

About the role

Prudential Health India, a joint venture between Prudential (UK) and HCL Group, is building a greenfield health insurance platform in India. The role of Specialist – Social Media Escalations sits within the Customer Service team in Mumbai, focusing on timely, fair resolution of grievances received across social media, regulatory portals, and internal escalation channels. The specialist will manage complaints, coordinate with Distribution, Branch, Claims, Underwriting, Legal, Medical services, and TPA teams, ensuring compliance with IRDA guidelines and insurance grievance mechanisms. Responsibilities include handling Ombudsman and legal cases, raising red flags to improve service experience, driving process enhancements, and leading service recovery initiatives. Candidates should bring 6‑7 years of experience, including 4‑5 years in complaints handling within health or general insurance, strong knowledge of regulatory frameworks, excellent communication and negotiation skills, and a Bachelor’s degree. The role demands agility, cross‑functional collaboration, and a passion for leveraging digital tools to transform customer experience.

What you’ll do

• Ensure timely, fair, and effective handling of grievances received across social media platforms.
• Handle grievances received via internal escalation touchpoints and regulatory portals.
• Ensure timely handling of Ombudsman and legal cases.
• Act as voice of customer for PHI by raising timely red flags to fix gaps.
• Collaborate with internal and external teams to expedite complaint resolution.
• Be aware of all compliance related requirements.
• Participate in closure of process enhancement recommendations and risk identification.
• Drive service recovery initiatives to enhance customer experience and rebuild trust.

What you’ll bring

• 6-7 years of experience with 4-5 years of complaints handling in health insurance, general insurance or financial services.
• Strong knowledge of IRDA guidelines, compliance protocols and insurance grievance mechanisms.
• Ability to manage diverse teams and stakeholders, regulatory bodies and ensure cross‑functional collaboration.
• Excellent communication and negotiation skills.
• Bachelor’s degree from a recognized university.
• Highly driven individual who goes the extra mile to deliver outstanding products to business and end users.

Nice to have

• Passionate about bringing consumer‑centric ideas and products into reality.
• Thrives in environments that celebrate co‑creation and collaboration.
• Leverages new‑age digital tools and technologies to transform customer experience.
• Team player who is goal‑oriented, committed, and an advocate of change.
• Track record of working in complex business environments executing initiatives across multiple domains.

Skills

Education

Bachelor’s degree