Job Description

:



Position Title, Responsibility Level

Advisor \xe2\x80\x93 Motor Claims

Function

Operations, Executive

Reports to

Assistant Manager \xe2\x80\x93 Operations

Permanent/ Temporary

Permanent

Span of Control

NA

Location

Noida/Pune - SEZ

Basic Function

This is a complexity level 3 Voice process. The role primarily involves logging claims on behalf of customers - responsibilities include receiving/making inbound/outbound calls, taking action on incoming correspondence/payments and following up on claims for progression

Essential 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 \xe2\x80\x93 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 Supervisor

Primary 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

Primary External Interactions

Customer/Supplier in the UK for claim progression

SME / Trainers at the client end for training

Exception/ escalation teams at the client end for the purpose of seeking clarifications & answering queries

Organizational Relationships

Reports To : Assistant Manager \xe2\x80\x93 Operations Supervises : NA

Skills

Technical Skills

English language proficiency - CEF Level B2-10+ (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 Requirements

Graduate or Diploma holder with at least 15 years of education

Work Experience Requirements

Prior experience in an international Voice process is mandatory

Candidates with prior UK insurance experience will be preferred.

Annexure:

Acknowledgement (acknowledge that the information contained in this document is factual and complete)



Candidate Supervisor/Manager Date

EXL Service