Process Associate

Role Description

• Minimum – Graduate
• 1-2 years of customer service experience in International BPOs (non-voice)
• Candidates to have worked in a previous North American Insurance company with Healthcare knowledge/ experience
• 1-2 years of industry experience (annuity, mutual funds, banking, or insurance) preferably in Claims adjudication
  

• Good written and verbal communication skills—Ability to understand conventional English names is critical
• Good mathematical aptitude
• Good commitment to customer service and quality
• Good research and follow-up skills
• Typing skills of 25-30 words per minute
• Proven ability to work independently and in a team environment
• Ability to comprehend French documents is desirable
  

Responsibilities

• Processes customer claims in a timely and accurate manner
• Meets established quality control measures
• Meets individual productivity requirements
• Communicates with customers through written and oral correspondence
• Provides follow up on requests that cannot be immediately resolved
• Builds relationships with staff from other departments to ensure queries are responded to in a timely manner
• Escalates issues to management when needed
• Works with management to set daily priorities to ensure prompt and efficient service
• Maintains flexibility in a high speed, demanding team environment
• Identifies process improvements to increase efficiencies and streamline processes
• Actively participates in departmental team meetings and other open forums
• Assists with department projects and initiatives as needed
• Soliciting and compiling information and data related to processing activities
• Using PC application and functions such as Excel and Word to update and load data sets
• Working with mainframe applications and Electronic Response Messaging
• Creating and monitoring the processing checklists and calendars
• Meeting and exceeding client defined service level metrics on timeliness and accuracy
  

Please list 4-6 job competencies that can be used to identify behavioral-based interview questions.

• Rule based decision making ability
• Accurate Data entry skills
• Good typing skills/speed
• Familiarity with review of Imaged documents – Can interpret/understand various formats
  

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