Executives

EXL Service

Noida, Uttar Pradesh
Permanent
Full-time

16 days ago

Job Description:Job DescriptionPosition Title, Responsibility LevelAdvisor – Motor ClaimsFunctionOperations, ExecutiveReports toAssistant Manager – OperationsPermanent/ TemporaryPermanentSpan of ControlNALocationNoida - SEZBasic FunctionThis is a complexity level 3 Voice process. The role primarily involves dealing with end to end claims - responsibilities include receiving/making inbound/outbound calls, settling liability, taking action on incoming correspondence/payments and following up on claims for progression until closureEssential 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 – 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 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

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 RelationshipsReports To : Assistant Manager – Operations Supervises : NASkillsTechnical Skills

English language proficiency - CEF Level C1-13+ (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 RequirementsGraduate or Diploma holder with at least 15 years of educationWork Experience RequirementsPrior experience in an international Voice process is mandatoryCandidates with prior UK insurance experience will be preferred.

EXL Service

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