Job Description

:Basic Function-

• Handling inbound/outbound calls from the customers

• Customer service for claims & policy Admin

Essential Functions-

• Ensure the activities are performed in accordance with compliance rules & agreed terms (internal and external)

• Follow-up with internal/ external customers for information/ query resolution

• Any other essential function that may occur from time to time as directed by the Supervisor to help to identify inefficiencies to the

process and assist to drive process improvements activities

• Ensure that the assigned targets are met in accordance with SLA and Internal standards.

• Ensure adherence to established attendance schedules.

Performance Parameters-

• Process performance as per agreed KPIs

• Training quality & throughout

• Attendance & schedule adherence

Primary Interactions -Internal-

• AM/LAM/ Manager for the purpose of settling issues left unresolved

• 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

External-

• Escalation teams at the client end for the purpose of seeking clarifications & answering queries

Skills Requirement-Technical Skills (Minimum) -

• Good computer navigation skills

• Strong PC skills, with knowledge of Microsoft Office, particularly strong in MS Excel

Process Specific (Minimum) -

• 1 year of Insurance experience is preferred

• Good typing speed with 25 WPM and 90% accuracy

• Strong language skills to cater to the calls in English
• Ability to read and understand related reports

Soft skills (Minimum) -

• Strong oral communication skills and excellent phone manner

• Active listening skills

• Document Interpretation skills

• Customer Service Focus

Soft Skills (Desired) -

• Self-disciplined and result oriented

• Team work/ Managing Self / Adaptability

• Ability to multi task

• Problem Solving

• Data gathering ability/ Eye for detail

EXL Service