ExecutivesConfidential • Pune, India

Executives

Confidential • Pune, India

30+ days ago

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

Skills Required

Ms Excel, Microsoft Office

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Executive • Pune, India

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