3848174-Executives

EXL Talent Acquisition Team; Pune District; On-site; INR 240,000 - 300,000; Full time

Job summary

EXL Talent Acquisition Team is seeking a customer service professional in Pune, India to handle inbound and outbound calls for claims and policy administration. The role emphasizes accuracy, adherence to SLA, and strong communication with stakeholders.

The ideal candidate has insurance exposure, a typing speed of 25 WPM with 90% accuracy, and excellent English communication. The position requires teamwork, adaptability, and a customer-first mindset.

Qualifications

• 1 year of Insurance experience preferred
• Typing speed 25 WPM with 90% accuracy
• Strong English language skills
• Excellent phone manner and customer service focus
• Active listening and data interpretation skills
• Ability to multi task and work in a fast-paced environment

Responsibilities

• Handle inbound/outbound calls from customers for claims and policy administration.
• Perform customer service for claims & policy admin.
• Follow up with internal/external customers for information or query resolution.
• Ensure targets are met per SLA and internal standards.
• Adhere to attendance schedules and compliance rules.

Skills

Communication skills

Active listening

Multitasking

Problem solving

Attention to detail

Reading reports

Customer service focus

Teamwork

Self-discipline

Adaptability

Tools

MS Office

MS Excel

Job description

Basic Function

Handling inbound/outbound calls from the customers.
Customer service for claims & policy Admin.

Essential Functions

• Ensure the activities are performed in accordance with compliance rules & agreed terms (internal and external)
• Follow-up with internal/ external customers for information/ query resolution
• Any other essential function that may occur from time to time as directed by the Supervisor to help to identify inefficiencies to the process and assist to drive process improvements activities
• Ensure that the assigned targets are met in accordance with SLA and Internal standards.
• Ensure adherence to established attendance schedules.

Performance Parameters

• Process performance as per agreed KPIs
• Training quality & throughout Attendance & schedule adherence

Primary Interactions

• Internal- AM/LAM/ Manager for the purpose of settling issues left unresolved
• Subject Matter Expert for the purpose of handling process related issues, queries and escalated transactions
• QCA for the purpose of associate performance feedback and audit in order to update the training curriculum
• External - Escalation teams at the client end for the purpose of seeking clarifications & answering queries

Skills Requirement

• Technical Skills (Minimum) - Good computer navigation skills
• Strong PC skills, with knowledge of Microsoft Office, particularly strong in MS Excel
• Process Specific (Minimum) - 1 year of Insurance experience is preferred
• Good typing speed with 25 WPM and 90% accuracy
• Strong language skills to cater to the calls in English
• Ability to read and understand related reports
• Soft skills (Minimum) - Strong oral communication skills and excellent phone manner
• Active listening skills
• Document Interpretation skills
• Customer Service Focus
• Soft Skills (Desired) - Self-disciplined and result oriented
• Team work/ Managing Self / Adaptability
• Ability to multi task
• Problem Solving
• Data gathering ability/ Eye for detail