Job Description

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Position Title, Responsibility Level
Claims Indexer
Function
Operations, Executive
Reports to
Assistant Manager - Operations
Permanent/ Temporary
Permanent
Span of Control
NA
Location
Noida - SEZ / Pune SEZ
Basic Function
The Business Indexing function is responsible for matching all inbound Claims documents and categorizing them using appropriate applications, ensuring that documents are redirected to the correct claim handling teams. Exceptions generated would need to be handled along with additional checks.
Essential Functions

• Assessment of scanned documents and emails
• Conduct a detailed assessment of the document type, match it accurately to the claim, and update correct document category
• Exception handling
• Collate and Report daily indexing activities to the Business Indexing Team Leader
• Understand and adhere to DPA & Industry guidelines
• Executive will need to work as efficiently and effectively as possible to minimize the turnaround time in processing claims whilst maintaining control of the quality of indexing being done.
• 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 Companys 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.

Any other essential function that may occur from time to time as directed by the Supervisor
Primary Internal Interactions

• 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.

Primary External Interactions

• SME / Trainers at the client end for training

Organizational Relationships
Reports To : Assistant Manager - Operations Supervises : NA
Skills
Technical Skills

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

Process Specific Skills

• Possesses necessary knowledge of business concepts to effectively perform the job
• Able to handle complex cases with higher level of decision making
• 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, timelines and productivity standards
• Preferred to have knowledge and exposure to any motor insurance claim process

Soft skills (Desired)

• Self discipline
• Result orientation
• Adaptability

Soft Skills (Minimum)
Problem Solving

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

Comprehension

• Ability to comprehend information from print and hand written documents and to be able to apply logic to segregate useful information from unwanted information in a short span of time.

Business Awareness

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

Time Management

• Strong time management, prioritization skills and organizational skills

Communicating

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

Customer Focus

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

Teamwork

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

Managing Self

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

Adaptability

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

Attention to details

• 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

Education Requirements
Graduate or Diploma holder with at least 15 years of education