Executives

Position Title, Responsibility Level

Function

Reports to

Permanent/ Temporary

Span of Control

Location

Basic Function

Essential Functions

• Ensure that the process transactions are processed as per standard procedures
• Ensure that the assigned targets in accordance with SLA are met
• Ensure that the quality of the transactions is in compliance with predefined parameters
• Ensure claim costs is controlled and leakage kept at a minimum
• Ensure accuracy of reserves and payments and manage lifecycle of claims
• Ensure adherence to Company Policies and Procedures
• Managing calls – both inbound and outbound as well as all other correspondence on claims
• Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns
  

Primary Internal Interactions

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

Primary 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 the purpose of seeking clarifications & answering queries
  

Organizational Relationships

Reports To :

Supervises :

Skills

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
• Should be familiar 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.
• Commits to achieving specific objectives and takes ownership for accomplishing them.
• Responsible for handling 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

Work Experience Requirements