Back-End Customer Service Specialist - SLA-Driven

EXL Talent Acquisition Team; Bogotá; On-site; COP 20,088,000 - 31,248,000; Full time

Job summary

EXL Talent Acquisition Team in Bogotá is seeking a detail-oriented back-office associate to process transactions for US P&C clients, including mid-term changes, endorsements, coding, and correspondence. The role requires accuracy and reliability to meet defined procedures and SLA targets.

You will work with strict deadlines, monitor transaction quality against documented standards, and continuously strive to exceed performance metrics and customer satisfaction.

Qualifications

• Process back office transactions in US P&C domain (mid term changes, endorsements, coding, correspondence).
• Ensure transactions meet defined SLAs and deadlines.
• Adhere to desktop procedures and quality parameters.

Responsibilities

• Primarily responsible for processing transactions as per the client SLAs.
• Ensure that all transactions are processed per defined and documented desktop procedures.
• Ensure that the assigned targets in accordance with SLA are met.
• Ensure that the quality of the transactions is compliant with predefined parameters.
• Meet deadlines and strive to exceed expectations for process metrics and customer satisfaction.

Job description

EXL Talent Acquisition Team in Bogotá is seeking a detail-oriented back-office associate to process transactions for US P&C clients, including mid-term changes, endorsements, coding, and correspondence. The role requires accuracy and reliability to meet defined procedures and SLA targets.

You will work with strict deadlines, monitor transaction quality against documented standards, and continuously strive to exceed performance metrics and customer satisfaction.