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. |