Job Description

Position Title, Responsibility Level

Advisor – Motor Claims

Function

Operations, Executive

Reports to 

Assistant Manager – Operations

Permanent/ Temporary

Permanent

Span of Control

NA

Location 

Noida SEZ

 Basic Function

Role primarily involves dealing with different activities within the motor claims area including handling inbound and outbound calls, managing hires, taking action on incoming post/documents/spreadsheets,  and making payments to progress claims. All claims are to be completed based on the laid out procedures and guidelines in the process. 

Essential Functions

• Ensure that allocated claims are processed as per standard procedures 
• Ensure that the assigned targets are met in accordance with the SLAs
• Ensure that the quality of work is in compliance with predefined parameters  
• Ensure adherence to Company Policies and Procedures
• Managing e-mails, making telephone calls to gather additional information 
• Focus on timely completion of logging claim information received through emails and contact customer as needed 

Any other essential function that may occur from time to time as directed by the Supervisor

Primary Internal Interactions

• AM - performance, escalation handling, clarifying concerns, and seeking feedback and support
• Manager - settling issues left unresolved by the AM and monthly evaluation of performance
• Peers - seeking clarification on process-related matters & providing assistance and support when required
• Subject Matter Expert - work thread related issues and escalated transactions requiring an additional review
• QCA - feedback and audit
• Trainers - pre-process and process training and refresher training

Primary External Interactions

• Customer/Third Party/Suppliers in the UK for claim progression
• SME / Trainers onshore for training and support
• Exception/ escalation teams onshore for clarifications & answering queries on complex and urgent claims.

Organizational Relationships

Reports To : Assistant Manager – Operations              Supervises : NA

Skills

• Good Computer navigation skills, keyboarding skills
• Should be familiar with MS Office 

Process Specific Skills

• Possesses necessary knowledge of business concepts to effectively perform the job
• Decision making in a timely manner; good judgment on when to make decisions independently and when to collect more information or involve others
• Responsible for handling high volumes of transactions
• Effectively balances quality, timeliness and productivity standards

Soft skills (Desired)

• Accountability and ownership
• Self-discipline
• Result orientation 
• Adaptability 
• Team work

• Good written and verbal communication skills (inclusive of telephonic conversation), minimum CEF level B2 -10
• Ability to multi task, prioritize and manage daily activities
• Probing and Reasoning skills
• Listening and comprehension skills 
• Customer Service focus
• Open to work over weekends and in rotational shifts with split and rotational week offs

Education Requirements

Graduate or Diploma holder with at least 15 years of education

Work Experience Requirements

1-5 years work experience. Candidates with prior UK insurance experience will be preferred.

Annexure: 

Acknowledgement (acknowledge that the information contained in this document is factual and complete)

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 Candidate                                                                                Supervisor/Manager                                                 Date