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
About Company
EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration – and we’ve been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that’s unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It’s our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we’re some of the best in the business. Contact us to see how we can help you achieve your goals.
