Job Description
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
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 Requirements
Graduate or Diploma holder with at least 15 years of education
Work Experience Requirements
Prior experience in an international Voice process is mandatory
Annexure
Candidates with prior UK insurance experience will be preferred.
Acknowledgement (acknowledge that the information contained in this document is factual and complete)
___________________________________ ___________________________________________ ____________________________
Candidate Supervisor/Manager Date
