Process Associate

Role Description

• Minimum – Graduate
• 1-2 years of customer service experience in International BPOs (non-voice)
• Candidates should have worked in US/Canada Insurance company and must have the knowledge/experience of Individual Insurance process
  

• Good written and verbal communication skills
• 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.
• High level of attention to detail to reduce risk of error with complex work, strong logic, problem solving
• knowledge & understanding of Group/Individual Insurance Products
  

Responsibilities

• Processes customer requests 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.
• Build 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 applications and functions such as Excel and Word to update and load data sets.
• Working with mainframe/CSW/Valet, Ingenium applications
• Creating and monitoring the Process Notes
• Meeting and exceeding client defined service level metrics on timeliness and accuracy
  

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