Senior Executive EXL/SE/1077995

4 days ago

Noida, India exl Full time

Job Description

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

Skills

Technical 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

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