Job Description

:Position TitleAdvisor - Damage FulfilmentFunction, Responsibility LevelOperations, ExecutiveReports toAssistant Manager - OperationsLocationNoida / Pune SEZSpan of ControlNAPermanent/ TemporaryPermanentBasic FunctionThis role primarily involves dealing with different activities within motor claims. The responsibilities include handling inbound calls, making outbound calls, managing customers hires, arranging inspection, disposing Salvage, taking action on incoming post/Documents/Spreadsheets, following up on claims for progression and making payments. All transactions are to be completed based on the guidelines set for the process.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

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

Primary External Interactions

• SME / Trainers at the client end for training
• Exception teams at the client end for the purpose of seeking clarifications & answering queries

Required Competencies & SkillsTechnical Skills

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

Process Specific Skills

• Knowledge of the Insurance industry in UK
• Possesses the necessary knowledge of business concepts to effectively perform the job
• System operations and navigation

Soft skills (Minimum)

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

Soft Skills (Desired)

• Self discipline
• Result orientation
• Adaptability

Education RequirementsGraduate or Diploma holder with at least 15 years of educationWork Experience Requirements1-2 years work experience preferred

EXL Service