Senior Executive

Basic Function
To 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.

• 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 communication
  • Senior Processors for the purpose of Pre-process and Process training
  • Processors for performance updates
  • Business 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

• SkillsTechnical Skills
  • Good Computer navigation skills, keyboarding skills
  • Proficient in MS office – specially Excel
   

• Process Specific Skills

  • Possesses necessary knowledge of business concepts to effectively perform the job
  • Effective negotiation skills
  • 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.
  • Effectively balances quality, customer service and productivity standards
  • Make calls to the customer for collection or payment details

  Work towards resolution of disputes 

   

• Soft skills (Desired)

  • Self discipline
  • Result orientation 
  • Adaptability 
  • Presentation skills
  • Feedback skills
  • Goal oriented
   

• Soft Skills (Minimum)

  • Excellent written and verbal communication skills
  • Listening and comprehension skills 
  • Questioning and Reasoning Skills
  • Customer Service focus and telephone etiquette
  • Ability to multi task, prioritize and manage daily work activities
  
  Basic 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 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

  Any 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 communication
  • Senior Processors for the purpose of Pre-process and Process training
  • Processors for performance updates
  • Business head for overall performance of process and or any other thing related to the process
   Primary Interactions @ Zurich
  • SME for process updates , performance review, feedback on the team & process

  Organizational Relationships

  Reports To :     Process  Manager Supervises : Processors & Senior  Processors

  SkillsTechnical Skills
  • Good Computer navigation skills, keyboarding skills
  • Proficient in MS office – specially Excel

  Process Specific Skills

  • Possesses necessary knowledge of business concepts to effectively perform the job
  • Effective negotiation skills
  • 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.
  • Effectively balances quality, customer service and productivity standards
  • Make calls to the customer for collection or payment details

  Work towards resolution of disputes 

  Soft skills (Desired)

  • Self discipline
  • Result orientation 
  • Adaptability 
  • Presentation skills
  • Feedback skills
  • Goal oriented

  Soft Skills (Minimum)

  • Excellent written and verbal communication skills
  • 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
  • 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 process
  • 4+ years prior experience of working in Order to Cash processes, specially collections
  • Must have worked on any of the ERP AR modules, preferably SAP 
  • Must have client management experience
  • Must have done reporting, quality audits & trainings

  Annexure: 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.)
    
    
     
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