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    • Senior Executive - Pune, India - EXL IT service management

    EXL IT service management
    EXL IT service management Pune, India

    2 weeks ago

    Default job background
    Description

    Job Title: Advisor - Motor Claims

    This 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 closure.

    Key Responsibilities:

    • Ensure that the process transactions are processed as per standard procedures
    • Meet assigned targets in accordance with SLA
    • Ensure the quality of transactions is in compliance with predefined parameters
    • Control claim costs and minimize leakage
    • Manage accuracy of reserves and payments and lifecycle of claims
    • Adhere to Company Policies and Procedures
    • Manage calls - both inbound and outbound, as well as all other correspondence on claims
    • Foster Customer Satisfaction, build rapport, communicate effectively and resolve Customer concerns in a timely manner

    Internal Interactions:

    • Assistant Manager for performance reporting, escalation handling, clarifying concerns and seeking feedback and support
    • Manager for settling unresolved issues and monthly evaluation of performance
    • Agents for cooperation, clarification on process-related matters and providing assistance and support when required
    • Subject Matter Expert for work thread related issues and escalated transactions
    • QCA for feedback and audit
    • Trainers for Pre-process and Process training

    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 clarifications and answering queries

    Requirements:

    Technical 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
    Familiarity 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
    Takes ownership for achieving specific objectives and commits to accomplishing them
    Handles 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 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

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