Job Description

:



Position Title, Responsibility Level

Advisor \xe2\x80\x93 Motor Claims

Function

Operations, Executive

Reports to

Assistant Manager \xe2\x80\x93 Operations

Permanent/ Temporary

Permanent

Span of Control

NA

Location

Noida/Pune - SEZ

Basic Function

This is a complexity level 3 Voice process. The role primarily involves logging claims on behalf of customers - responsibilities include receiving/making inbound/outbound calls, taking action on incoming correspondence/payments and following up on claims for progression

Essential Functions

\xc2\xb7 Ensure that the process transactions are processed as per standard procedures

\xc2\xb7 Ensure that the assigned targets in accordance with SLA are met

\xc2\xb7 Ensure that the quality of the transactions is in compliance with predefined parameters

\xc2\xb7 Ensure claim costs is controlled and leakage kept at a minimum

\xc2\xb7 Ensure accuracy of reserves and payments and manage lifecycle of claims

\xc2\xb7 Ensure adherence to Company Policies and Procedures

\xc2\xb7 Managing calls \xe2\x80\x93 both inbound and outbound as well as all other correspondence on claims

\xc2\xb7 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 Supervisor

Primary Internal Interactions

\xc2\xb7 AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support

\xc2\xb7 Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance

\xc2\xb7 Agents for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required

\xc2\xb7 Subject Matter Expert for the purpose of work thread related issues and escalated transactions.

\xc2\xb7 QCA for the purpose of feedback and audit

\xc2\xb7 Trainers for the purpose of Pre-process and Process training

Primary External Interactions

\xc2\xb7 Customer/Supplier in the UK for claim progression

\xc2\xb7 SME / Trainers at the client end for training

\xc2\xb7 Exception/ escalation teams at the client end for the purpose of seeking clarifications & answering queries

Organizational Relationships

Reports To : Assistant Manager \xe2\x80\x93 Operations Supervises : NA

Skills

Technical Skills

\xc2\xb7 English language proficiency - CEF Level B2-10+ (certified by British council/certified assessor)

\xc2\xb7 Previous international Voice experience (preferably in insurance)

\xc2\xb7 Good Computer navigation skills

\xc2\xb7 Should be familiar with MS Office

Process Specific Skills

\xc2\xb7 Possesses necessary knowledge of business concepts to effectively perform the job

\xc2\xb7 Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others.

\xc2\xb7 Commits to achieving specific objectives and takes ownership for accomplishing them.

\xc2\xb7 Responsible for handling high volumes of transactions.

\xc2\xb7 Effectively balances quality, timeliness and productivity standards

Soft skills (Desired)

\xc2\xb7 Self discipline

\xc2\xb7 Result orientation

\xc2\xb7 Adaptability

Soft Skills (Minimum)

\xc2\xb7 Listening and comprehension skills

\xc2\xb7 Questioning and Reasoning Skills

\xc2\xb7 Customer Service focus and telephone etiquette

\xc2\xb7 Ability to multi task, prioritize and manage daily work activities

Education Requirements

Graduate or Diploma holder with at least 15 years of education

Work Experience Requirements

Prior experience in an international Voice process is mandatory

Candidates with prior UK insurance experience will be preferred.

Annexure:

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



Candidate Supervisor/Manager Date

EXL Service