Executives

Position Title, Responsibility Level

Advisor - Motor Claims

Function

Operations, Executive

Reports to

Assistant Manager - 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

. 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

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

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