Executives

• To action supplier reports, updating our claims system with financial reserves and amending the diary working from a set matrix.
• Action supplier diary cases where a chase up by telephone is generally required to progress the claim. System updates being made as appropriate from the updated information obtained.
• Manage and make payments to certain Group suppliers by way of a defined payment procedure. This task involves updating systems and spreadsheets and working to tight deadlines.
• Meet all requirements laid down by both regulatory bodies and internal procedures, to include payments handled with FSA timescales and guidelines.
• Executive will need to work as efficiently and effectively as possible to minimize the turnaround time in processing claims whilst maintaining control of claims cost.
• Executives are required to achieve Key Performance Indicators as set out by the business.
• At all times, executives will be aware of the commitment to service and the application of the Company’s core values and beliefs.
• Operate and maintain customer related information systems to the required standards, to maintain accurate records and access information to enable work to be progressed
• Executives must comply with the Data Protection Act and Client Security Policy and Procedures.

• LAM or AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.
• Team Members for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.
• EXL Trainers and SMEs for escalations and resolution on unresolved transaction, refresher trainings, competencies and soft skill trainings.

• SME / Trainers at the client end for training
• Exception/ escalation teams at the client end for the purpose of seeking clarifications & answering queries
• Outbound calls to - Third party Insurers to verify information related to claim, group suppliers chasing them for information required to progress the claim
• Liaise with the on-shore technical experts where required, in order to facilitate the settlement of the claim.

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

• 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
• Handle outbound/inbound calls of UK customers and internal departments

• Minimum CEF score of B1-5
• Open to work in evening/late evening shifts
• Self discipline
• Result orientation
• Adaptability

• Generates various solutions to problems and then selects the most appropriate

• Understands the business how to implement business initiatives to maximize our competitive advantage

• Strong time management, prioritization skills and organizational skills

• Effectively communicates information and knowledge, demonstrating empathy with customers and colleagues

• Identifies and understands the (internal or external) customer’s needs and strives to provide a world-class service

• Works effectively with team to accomplish goals, takes action that respects the needs’ of others & those of the organization

• Plans, priorities and schedules own work to ensure timely completion

• Maintains effectiveness despite changes to situations, tasks, responsibilities, and people

• Ability to retain information gained as well as having an awareness of where to locate relevant information that is required during the course of assessment of a claim

EXL Service