Executives
EXL
Noida, Uttar Pradesh, India
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 Technical 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 Soft Skills (Minimum) 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) ___________________________________ ___________________________________________ ____________________________ Candidate Supervisor/Manager Date
