Customer Service Associate



Not disclosed

Work from Office

Full Time

Any experience

Job Details

Job Description


Job Description


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: 


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


  • 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



  • 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. 




Job role

Work location



Customer Support

Role / Category

Customer Support - BPO / Voice / Blended

Employment type

Full Time


Day Shift

Job requirements


Any experience

About company



Job posted by EXL SERVICES

This job has expired

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