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Executives EXL / E / 1106808

Executives EXL / E / 1106808

exlnoida-sez bpo solutions, noida, india
30+ days ago
Job description

Job Description

Position Title, Responsibility Level : Executive / Senior Executive

Function : Operations

Reports to -

Assistant Manager / Lead Assistant Manager

Permanent / Temporary :  Permanent

Span of Control –

None

Location : C – 42, Noida

Basic Function

This position is accountable for ensuring a successful on boarding of voluntary cases as assigned.

Work is performed under general supervision according to established guidelines. This individual promotes capabilities from a customer perspective, aligning needs with the target offering by creating a customer self-service enabled platform for core customers. .

Essential Functions

  • Responsible for coding a Re-enrollment event in IP Tool, setting up the case in EEP, formatting Census files and Communicating via email the final delivery of Plane.biz file
  • Meets individual goals while assisting team to meet team goals
  • Operates with urgency in a real time service environment
  • Contributes to the development of new tools and process mapping that supports new offerings and updates / improves current tools, actively seeks opportunities to implement changes which improve accuracy, timeliness, productivity and customer satisfaction
  • Defines, communicates and manages workflow and data coordination to support various implementation related reports (i.e., reporting, inventory, capacity reporting, and ad-hoc reports as needed by management)
  • May perform other duties as assigned

Performance parameters

  • Productivity
  • Quality
  • Turn Around Time of work assigned
  • Attendance & Schedule Adherence

    • Primary Internal Interactions :

  • SME / AM / LAM / Manager for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking support
  • AM / LAM for the purpose of settling issues left unresolved by the SME and monthly evaluation of performance
  • SME 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
  • Mentors for the purpose of seeking clarifications and answering queries real time

    • Organizational Relationships

    Reports To : Assistant Manager / Lead Assistant Manager

    Skills

    Desirable Skills

  • Ability to comprehend and write in English for structured written communications. Emails / IMS to be sent to internal teams
  • Ability to respond to all inquiries within a timely manner
  • Candidate should achieve a score of B1-4 or above in CEF assessment conducted during selection process
  • Strong interpersonal and communication skills – both verbal and written
  • Adaptability / Ability to interpret variable input details
  • Critical thinking and decision making
  • Strong analytical, Reasoning, and Problem solving skills

    • Technical Skills

  • Good computer navigation skills
  • Working knowledge of Excel (Intermediate Level) on VLookup, Pivots, usage of Functions and Formulae
  • Typing speed of 25 Words per Minute with 90% Accuracy

    • Process Specific Skills

  • Candidate should preferably have knowledge of US Insurance
  • Ability to navigate multiple systems and applications
  • Ability to produce high quality in production in environment.
  • Ability to troubleshoot, identify user errors vs. system mapping errors (enrollment dates, method, system logic)

    • Soft skills

  • Ability to work independently
  • Ability to understand and question established process guidelines for possible process improvements
  • Ability to pay great attention to detail – especially during processing of transactions
  • Possess keen sense of acquiring knowledge
  • Adaptable and flexible to work in night shifts

    • Education Requirements and Work Experience :

  • Bachelor’s degree and Computer literacy
  • Candidates with relevant business experience (Group Life / VB) will be preferred

    • Annexure :

    Acknowledgement  (acknowledge that the information contained in this document is factual and complete)

    Candidate Supervisor Date