Associate Operations – Voice Process

KellyOCG; Bengaluru Urban; On-site; USD 3,408 - 5,680; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Representative to join their team. This entry-level position involves handling various customer inquiries, documenting requests, and ensuring accurate processing of policy changes. The ideal candidate will thrive in a fast-paced environment, demonstrating empathy and problem-solving skills while utilizing available tools to enhance service quality. If you are passionate about customer service and eager to grow in a supportive workplace, this opportunity is perfect for you, offering a chance to develop your skills and contribute to a culture of continuous improvement.

Qualifications

• 0-3 years of experience in customer service preferred.
• Ability to handle inquiries and document customer requests.

Responsibilities

• Input and track data into databases accurately.
• Resolve customer inquiries and document processes efficiently.
• Demonstrate knowledge of insurance policies and procedures.

Skills

Customer Service

Communication Skills

Problem Solving

Empathy

Education

High School Diploma

Bachelor's Degree (Preferred)

Tools

Claim System

Database Management

Job description

This position is responsible for handling moderate to complex inquiries, addressing various types of policies and billing inquiries from internal or external customers in an efficient, professional, and accurate manner, resolving service concerns while documenting customer requests, and completing changes to policies. Service to customers may include inbound/outbound calls, incoming correspondence, other communication sources, and call transfers for service transactions.

Job Description

Key Responsibilities

1. Inputs and tracks into the appropriate databases.
2. Summarizes documents and enters claim system notes.
3. Documents a claim file with notes, evaluations, and decision-making process.
4. Contacts third-party carrier to review liability and obtains information regarding decision to reduce amount paid.
5. Utilizes available tools to capture information pertaining to scope of damages associated with the loss.
6. Lives through a continuous improvement culture and leverages tools and technology to enhance personal competencies and help meet organizational level goals.
7. Handles any requests regarding customer documentation (to include all documents sent out by our company) and clearly explains them, including any follow-ups required on our customer’s part and updates as warranted.
8. Demonstrates working knowledge of insurance policies and related processes and procedures.
9. Demonstrates accuracy in processing changes to customer policies based on the information provided and identifies opportunities for cross sales (if applicable).
10. Employs probing questions and actively listens to customer issues or questions, showing interest, compassion, and displaying empathy for the caller’s situation.
11. Resolves routine, complex, and unique questions/issues.

Minimum Requirements

• A1/A2 [ 0-3 yrs ]
• Willing to work 5 days from work from office.
• Flexible to work on night shifts (24/7 shifts).
• Flexible to work in rotational offs or split offs.

Education

Experience

0-3 years’ experience (Preferred).

Seniority Level: Entry level

Employment Type: Full-time

Job Function: Customer Service

Industries: Business Consulting and Services