Senior Executive EXL/SE/1502102

Job Description Basic FunctionTo do the transactional level processing in an insurance collections and GL posting process. To do the reconciliation of the policies/accounts and accordingly make collections efforts via phone or email. To manage the ageing of debts/credits on the portfolio of accounts. It involves dealing with internal & external staff for gathering relevant information. To manage critical accounts by placing outbound calls & responding to all the queries. Strategizing the work & preparing the ageing report for review. Essential Functions Candidate should have analytical skills F&A (Insurance) collections background is essential Past work experience of SAP ERP will be of weightage advantage Good working knowledge of Microsoft Excel Ensure that the guidelines are followed as per standard procedures  Coaching & providing effective feedback to the collectors Quality monitoring & review of accounts Allocation of accounts as per the guidelines Ensure timely closure of accounts  Ensure that the quality of the transactions is in compliance with predefined parameters Ensure adherence to Company Policies and Procedures Ensure fair methods are used to collect outstanding balance on the account  Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns  Achieving key targets for the process in line with the SLA (Service level Agreement)/KSFs (Key Success Factors) Prepare reports of the accounts assigned to the team Preparing business review templates for performance review Primary Interactions @ EXL Manager for the purpose of review, feedback, clarification and operations communicationSenior Processors for the purpose of Pre-process and Process trainingProcessors for performance updatesBusiness head for overall performance of process and or any other thing related to the process  Primary Interactions @EXL SME for process updates, performance review, feedback on the team & process Organizational Relationships Reports To : Process Manager Supervises : Processors & Senior Processors Skills Technical Skills Good Computer navigation skills, keyboarding skillsProficient in MS office – specially Excel  Process Specific Skills Possesses necessary knowledge of business concepts to effectively perform the jobEffective negotiation skillsMakes 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.Effectively balances quality, customer service and productivity standardsMake calls to the customer for collection or payment detailsWork towards resolution of disputes    Soft skills (Desired) Self disciplineResult orientation Adaptability Presentation skillsFeedback skillsGoal oriented  Soft Skills (Minimum) Excellent written and verbal communication skillsListening and comprehension skills Questioning and Reasoning SkillsCustomer Service focus and telephone etiquetteAbility to multi task, prioritize and manage daily work activitiesBasic Function To do the transactional level processing in an insurance collections process. To do the reconciliation of the policies/accounts and accordingly make collections efforts via phone or email. To manage the ageing of debts/credits on the portfolio of accounts. It involves dealing with internal & external staff for gathering relevant information. To manage critical accounts by placing outbound calls & responding to all the queries. Strategizing the work & preparing the ageing report for review Essential Functions Candidate should have analytical skillsF&A (Insurance) collections background is essentialPast work experience of SAP ERP will be of weightage advantageGood working knowledge of Microsoft ExcelEnsure that the guidelines are followed as per standard procedures Coaching & providing effective feedback to the collectorsQuality monitoring & review of accountsAllocation of accounts as per the guidelinesEnsure timely closure of accounts Ensure that the quality of the transactions is in compliance with predefined parameters Ensure adherence to Company Policies and ProceduresEnsure fair methods are used to collect outstanding balance on the account Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns Achieving key targets for the process in line with the SLA (Service level Agreement)/KSFs (Key Success Factors)Prepare reports of the accounts assigned to the teamPreparing business review templates for performance reviewAny other essential function that may occur from time to time as directed by the manager Primary Interactions @ EXL Manager for the purpose of review, feedback, clarification and operations communicationSenior Processors for the purpose of Pre-process and Process trainingProcessors for performance updatesBusiness head for overall performance of process and or any other thing related to the processPrimary Interactions @ Zurich SME for process updates , performance review, feedback on the team & processOrganizational Relationships Reports To : Process Manager Supervises : Processors & Senior Processors Skills Technical Skills Good Computer navigation skills, keyboarding skillsProficient in MS office – specially ExcelProcess Specific Skills Possesses necessary knowledge of business concepts to effectively perform the jobEffective negotiation skillsMakes 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.Effectively balances quality, customer service and productivity standardsMake calls to the customer for collection or payment detailsWork towards resolution of disputes  Soft skills (Desired) Self disciplineResult orientation Adaptability Presentation skillsFeedback skillsGoal orientedSoft Skills (Minimum) Excellent written and verbal communication skillsListening and comprehension skills Questioning and Reasoning SkillsCustomer Service focus and telephone etiquetteAbility to multi task, prioritize and manage daily work activitiesEducation Requirements Minimum 12 years of education with accounting background Commerce Graduate with at least 3+ years of experience (Industry+ BPO)Work Experience Requirements Minimum 3 years of relevant experience in a US collections insurance process4+ years prior experience of working in Order to Cash processes, specially collectionsMust have worked on any of the ERP AR modules, preferably SAP Must have client management experienceMust have done reporting, quality audits & trainingsAnnexure: NA Acknowledgement  (acknowledge that the information contained in this document is factual and complete) ___________________________________ ___________________________________________ ____________________________  Candidate Supervisor/Manager Date  Understanding of US Insurance market (Preferably Personal and Commercial Line)Should have good exposure of latest tools and technologies on F&A towers (SAP S4HANA, Blackline, etc.)