Executives

• Handling inbound/outbound calls from the customers

• Customer service for claims & policy Admin

• Ensure the activities are performed in accordance with compliance rules & agreed terms (internal and external)

• Follow-up with internal/ external customers for information/ query resolution

• Any other essential function that may occur from time to time as directed by the Supervisor to help to identify inefficiencies to the

• Ensure that the assigned targets are met in accordance with SLA and Internal standards.

• Ensure adherence to established attendance schedules.

• Process performance as per agreed KPIs

• Training quality & throughout

• Attendance & schedule adherence

• AM/LAM/ Manager for the purpose of settling issues left unresolved

• Subject Matter Expert for the purpose of handling process related issues, queries and escalated transactions

• QCA for the purpose of associate performance feedback and audit in order to update the training curriculum

• Escalation teams at the client end for the purpose of seeking clarifications & answering queries

• Good computer navigation skills

• Strong PC skills, with knowledge of Microsoft Office, particularly strong in MS Excel

• 1 year of Insurance experience is preferred

• Good typing speed with 25 WPM and 90% accuracy

• Strong language skills to cater to the calls in English
• Ability to read and understand related reports

• Strong oral communication skills and excellent phone manner

• Active listening skills

• Document Interpretation skills

• Customer Service Focus

• Self-disciplined and result oriented

• Team work/ Managing Self / Adaptability

• Ability to multi task

• Problem Solving

• Data gathering ability/ Eye for detail

EXL Service