Job Description

Position Title, Responsibility Level Associate Function Claim Reports to AM / Lead AM Permanent/ Temporary Permanent Span of Control Nil Location: Pune SEZ Basic Functions Review and identify different types of claim documents Log new claims on Inbound calls & verify and update claim information based on set requirements or procedures within the claim for various lines of business Follow schedule as led by the process supervisors & company policy Ensure that transactions are processed as per desktop procedures Basic experience in reviewing documents and validating information Achieve individual productivity and quality goals Participate in training initiatives to develop knowledge Integrate procedural changes into daily routine Adhere to company policies and procedures Essential Functions Ease customers experience & ensure first call resolution Build / maintain strong relationship with end customers Gathering and analysis of data provided by the customer Contact external parties to obtain missing information (as necessary) Document reviewing & uploading, categorizing that involve decision making skills Primary Internal Interactions AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking support Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation ofperformance Subject Matter Expert for the purpose of handling process related issues queries and escalated transactions QCA for the purpose of associate performance feedback and audit in order to update the training curriculum Primary External Interactions Supervisors at the client end for the purpose of seeking clarifications and answering queries Trainers at the client end for training purposes Organizational Relationships Reports To : Assistant Manager/ Lead Assistant Manager Supervises : None Skills Technical Skills . Good computer navigation skills . Typing speed of 25 words per minute with 90% Accuracy . Knowledge of Microsoft Office, Outlook and Excel Process Specific Skills . Ability to navigate multiple systems and applications . Ability to analyze information to execute various tasks . Ability to produce high quality outcomes . Ability to make sound judgments based on available information . Minimum C1 - 13 on CEF on written communication . Comprehension and analytical skills . Strong data entry skills and attention to detail Soft skills (Desired) . Knowledge of MS Word & Excel and good keyboarding speed . Spirit of collaboration and team work . Keen on enhancing learning . Competent in documentation and conformance with policies/compliances, including audit requirements Soft Skills (Minimum) . Good written and spoken English ( Minimum C1 - 13 on CEF) . Trainability . Ability to work independently . Needs to be a team player Education Requirements A graduate/ post graduate degree from an accredited university Work Experience Requirements Experienced: Minimum 1 year experience in an international voice process. Should be open to work in 24/7 rotational shifts with split work off\'s.

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