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SME-Policy Servicing

SME-Policy Servicing

Cognizant

2 - 6 years

0 Lacs

noida uttar pradesh

Posted:1 day ago| Platform: SimplyHired logo

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Skills Required

customer service b.sc master's degree analysis skills bachelor's degree typing communication skills

Work Mode

On-site

Job Type

Full Time

Job Description

Job Title

Senior Process Executive - P&C &Subject Matter Expert-P&C

Pre-Requisite

Qualification: Graduate (BCom/BSc/BA)
Experience : 2 - 6 Years in BPO Industry (P&C experience preferred with Premium audit exposure) Excellent Communication skills (Verbal & Written) Typing speed 30 wpm with 95% accuracy Good Analytical skills Flexible for night Shifts

Job Summary

P&C Graduate (exclusion: BE/B.Tech/MCA).
Individual in this role need to provide highest level of customer satisfaction, understand and resolve issues/queries, execute the task required: buddy with the new joiners to bring them up the learning curve, proactive identification of issues, highlighting it to the leadership and help resolution of issues. For Blended processes (Outbound Call and Task Processing):

Consistently maintains a level of accuracy in accordance with the established standards

Consistently maintains a level of production in accordance with the established standards

Consistently maintains personal cycle time results in accordance with established standards to support unit and department results

Responsible for managing inbound and outbound calls from the end customer of Nationwide

Assists with booking of premium in support of meeting department and company premium goals

Responsible for simultaneous coding and entry of complex direct and ceded policy transaction types for multiple lines of business by using several computer applications

Responsible for completing data integrity assignments as needed

Participate in meetings and gives input and direction to the customer base

Acts as back up to the training, quality assurance, and/or supervisory functions, whenever necessary

Responsible for ordering and interpreting query reports in order to resolve more complex requests

Roles & Responsibilities

Project / Process:-

Achieve process Service Level Agreements / metrics – productivity and quality targets within the established timelines

Ensure process guidelines are followed and met as documented

Verbal and written communication skills for contact with agents, brokers, management, field sales and regulatory agencies.

Meet and exceed service level goals

Utilize support tools and resources necessary to get the job done, including e- mail, chat, telephone

Proactively identify improvements to the product, identify bugs and otherwise determine opportunities to enhance the customer experience.

Provide exceptional customer service to address and resolve client inquiries.

Collaborate with team members to ensure accurate and timely processing of transactions.

Monitor and evaluate process performance to identify areas for improvement.

Develop and maintain documentation for all processes and procedures.

Ensure compliance with industry regulations and company policies.

Conduct regular training sessions for team members on new tools and processes.

Assist in the development and implementation of process improvement initiatives.

Communicate effectively with stakeholders to provide updates on process status and performance.

Support the team in troubleshooting and resolving any technical issues that arise.

Contribute to the overall success of the company by enhancing the efficiency and effectiveness of processes.

100% Process adherence to transaction processing timelines to avoid back dated transactions and other measurable metrics

Process pre-defined number of transactions as assigned

Meets internal process metrics related to transaction processing , such as productivity & quality as defined for the sub-processes

Record data relating to production statistics, end-user related notes, etc. as appropriate

Provide updates and submit reports related to own area of work

Resolve process related queries within defined timelines with process leads and team leads

Resolve process related queries and expedite on data requests

People / Team:-

Act as a buddy for New Hires

Be responsible for the process improvement ideas on productivity, financial accuracy and consistency index

Perform root cause analysis on the errors made by the team members

Potential seed resources for staffing new engagements

Contribute to and participate in knowledge sharing sessions

Conduct refresher training

Completes all mandatory assessment/ certifications as applicable like LOMA Fundamentals, Anti-money laundering training (AML).

Align individual goals with team objectives (work cohesively with the team)

Collate team performance data for reporting purposes as and when requested by Process and Team Lead

Record attendance and time sheet related data

Completes all mandatory assessment/ certifications as applicable like Anti-money laundering training (AML).

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