Job Description

:Position Title, Responsibility LevelAdvisor - Home/Home RecoveryFunctionOperations, ExecutiveReports toAssistant Manager - OperationsPermanent/ TemporaryPermanentSpan of ControlNALocationNoida - SEZBasic FunctionTo provide timely and effective response to insurance claims, ensuring that the claim is processed accurately and all investigations are carried out to validate activities being undertaken.The associate will receive information through various excel sheets and client workflow system for which payments need to be processed.Essential Functions

• To action supplier reports, updating our claims system with financial reserves and amending the diary working from a set matrix.
• Action supplier diary cases where a chase up by telephone is generally required to progress the claim. System updates being made as appropriate from the updated information obtained.
• Manage and make payments to certain Group suppliers by way of a defined payment procedure. This task involves updating systems and spreadsheets and working to tight deadlines.
• Meet all requirements laid down by both regulatory bodies and internal procedures, to include payments handled with FSA timescales and guidelines.
• Executive will need to work as efficiently and effectively as possible to minimize the turnaround time in processing claims whilst maintaining control of claims cost.
• Executives are required to achieve Key Performance Indicators as set out by the business.
• At all times, executives will be aware of the commitment to service and the application of the Companys core values and beliefs.
• Operate and maintain customer related information systems to the required standards, to maintain accurate records and access information to enable work to be progressed
• Executives must comply with the Data Protection Act and Client Security Policy and Procedures.

Any other essential function that may occur from time to time as directed by the SupervisorPrimary Internal Interactions

• LAM or AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.
• Team Members for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.
• EXL Trainers and SMEs for escalations and resolution on unresolved transaction, refresher trainings, competencies and soft skill trainings.

Primary External Interactions

• SME / Trainers at the client end for training
• Exception/ escalation teams at the client end for the purpose of seeking clarifications & answering queries
• Outbound calls to - Third party Insurers to verify information related to claim, group suppliers chasing them for information required to progress the claim
• Liaise with the on-shore technical experts where required, in order to facilitate the settlement of the claim.

Organizational RelationshipsReports To : Assistant Manager - Operations Supervises : NASkillsTechnical Skills

• Good Computer navigation skills, keyboarding skills
• Should be familiar with MS Office and Internet

Process Specific Skills

• Possesses necessary knowledge of business concepts to effectively perform the job
• Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others.
• Commits to achieving specific objectives and takes ownership for accomplishing them.
• Responsible for handling high volumes of transactions.
• Effectively balances quality, timeliness and productivity standards
• Handle outbound/inbound calls of UK customers and internal departments

Soft skills (Desired)

• Minimum CEF score of B1-5
• Open to work in evening/late evening shifts
• Self discipline
• Result orientation
• Adaptability

Soft Skills (Minimum)Problem Solving

• Generates various solutions to problems and then selects the most appropriate

Business Awareness

• Understands the business how to implement business initiatives to maximize our competitive advantage

Time Management

• Strong time management, prioritization skills and organizational skills

Communicating

• Effectively communicates information and knowledge, demonstrating empathy with customers and colleagues

Customer Focus

• Identifies and understands the (internal or external) customers needs and strives to provide a world-class service

Teamwork

• Works effectively with team to accomplish goals, takes action that respects the needs of others & those of the organization

Managing Self

• Plans, priorities and schedules own work to ensure timely completion

Adaptability

• Maintains effectiveness despite changes to situations, tasks, responsibilities, and people

Attention to details

• Ability to retain information gained as well as having an awareness of where to locate relevant information that is required during the course of assessment of a claim

Education RequirementsGraduate or Diploma holder with at least 15 years of educationWork Experience RequirementsMinimum 1 year work experience. Candidates with prior UK insurance experience will be preferred.

EXL Service