The Customer Services Associate is responsible to process participant level transactions within established performance standards. Adheres to all transaction procedures and regulations which relate to individual cases.     

Position Title: 

Customer Service Associate

Function, Responsibility Level: 

Operations 

Reports to:

Assistant Manager

Associate Name 

Span of Control : 

Location: Noida C15/Pune C-4

Permanent / Temporary: Permanent

 Essential Function

• Completes inputting of Medical Underwriting information accurately and timely in accordance with department metrics, quality scores and timeframes.
• Processes enrollments as per the SOP and agreed SLA.
• Identifies and resolves process issues and escalates where needed. 
• Identifies transaction requests that are not in good order, escalates where needed and follows through to resolution.
• Prioritizes duties.
• Assesses opportunities for improvement and coordinates with supervisor.
• Supports critical initiatives related to peak times, enrollments or client solicitations as necessary.
• Knowledge of using Web Browser, Search Engine etc

Primary Internal Interactions

• Internal escalation of issues, questions, or confirmation of “good order” for transactions that will be returned to the underwriting team for review or completion.

Primary External Interactions

• No external interaction required.

General Skills:

• Proven organizational skills with attention to detail
• Strong problem solving abilities
• Excellent English written and oral communication skills 

Technical Skills:

• Proficient with computer systems and software including Microsoft Excel and Word.
• Knowledge of using Web Browser, Search Engine etc.
• Typing speed 30WPM with 90% accuracy

Process Specific Skills:

• Knowledge of Insurance Medical Underwriting product, processes and procedures. 
• Knowledge of US Geography and culture.
• Knowledge of related quality standards
• Applicable systems knowledge. 

Soft skills (Minimum):

Data Gathering

• Gathers relevant information from a variety of sources and identifies the key issues

Problem Solving

• Generate various solutions to problems and then selects the most appropriate
• Aptitude test for reasoning skills

Business Awareness

• Understands the business how to implement business initiatives to maximize our competitive advantage

Customer Focus

• Identifies and understands the (internal or external) customer’s needs and strives to provide a world-class service

Teamwork

• Works effectively with the team to accomplish goals, takes action that respects the needs of others and those of the organization

Managing Self

• Plans, priorities and schedules own work to ensure timely completion

Adaptability

• Maintains effectiveness despite changes to situations, tasks, responsibilities, and people

Work Standards

• Sets own high standards of performance

Soft Skills (Desired):

Education Requirements:

Graduate from a recognized university

Work Experience Requirements:

Candidate with work experience in an operations back office will be preferred.