SME-Policy Servicing

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).