Job Description

:Basic FunctionThis is a complexity level 3 Voice process. The role primarily involves dealing with end to end claims - responsibilities include receiving/making inbound/outbound calls, settling liability, taking action on incoming correspondence/payments and following up on claims for progression until closureEssential Functions

• Ensure that the process transactions are processed as per standard procedures
• Ensure that the assigned targets in accordance with SLA are met
• Ensure that the quality of the transactions is in compliance with predefined parameters
• Ensure claim costs is controlled and leakage kept at a minimum
• Ensure accuracy of reserves and payments and manage lifecycle of claims
• Ensure adherence to Company Policies and Procedures
• Managing calls xe2x80x93 both inbound and outbound as well as all other correspondence on claims
• Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns

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

• AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support
• Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance
• Agents for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required
• Subject Matter Expert for the purpose of work thread related issues and escalated transactions.
• QCA for the purpose of feedback and audit
• Trainers for the purpose of Pre-process and Process training

Organizational RelationshipsReports To : Assistant Manager xe2x80x93 Operations Supervises : NASkillsTechnical Skills

• English language proficiency - CEF Level C1-13+ (certified by British council/certified assessor)
• Previous international Voice experience (preferably in insurance)
• Good Computer navigation skills
• Should be familiar with MS Office

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

Soft skills (Desired)

• Self discipline
• Result orientation
• Adaptability

Soft Skills (Minimum)

• Listening and comprehension skills
• Questioning and Reasoning Skills
• Customer Service focus and telephone etiquette
• Ability to multi task, prioritize and manage daily work activities

Education RequirementsGraduate or Diploma holder with at least 15 years of educationWork Experience RequirementsPrior experience in an international Voice process is mandatoryCandidates with prior UK insurance experience will be preferred.

EXL Service