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Job Description | ||
Position Title, Responsibility Level Advisor - Motor Claims | FunctionOperations, Executive | Reports to Assistant Manager - Operations |
Permanent/ TemporaryPermanent | Span of ControlNA | LocationNoida/Pune - SEZ |
Basic FunctionThis 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 |
Organizational Relationships Reports To :Assistant Manager - Operations Supervises :NA | |
Skills | |
Technical Skills | . English language proficiency - CEF Level B2-10+ (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 RequirementsGraduate or Diploma holder with at least 15 years of education | |
Work Experience RequirementsPrior experience in an international Voice process is mandatory Candidates with prior UK insurance experience will be preferred. | |
Annexure: | |
Acknowledgement(acknowledge that the information contained in this document is factual and complete) ___________________________________ ___________________________________________ ____________________________ Candidate Supervisor/Manager Date |
Any Graduate
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Date Posted: 04/11/2024
Job ID: 99154531
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