FBS Customer Service & Operations Analyst

Capgemini; India; Hybrid; INR 350,000 - 520,000; Full time

Benefits offered by this job

Comprehensive benefits package

Flexible work arrangements

Paid Time Off

Job summary

Capgemini India is seeking a detail-oriented administrator to manage agent onboarding/offboarding and contract licensing processes. You will handle system access, product authority, and commission-related requests while ensuring compliance across multiple business lines.

The role requires strong communication skills and the ability to resolve complex operational issues. Remote/hybrid work options are available with thorough training and performance incentives.

Qualifications

• Onboarding and offboarding responsibilities for agents and agencies.
• Contract administration, licensing, appointments, and access control.
• Handling commission, product authority, and information update requests.
• Provide timely administrative support for internal and external requests.
• Investigate and resolve complex cases and discrepancies.
• Maintain accurate records and update systems.
• Assist training for new hires during onboarding.
• Identify process improvements for efficiency.
• Ensure compliance with policies and regulations.
• Provide phone support to key accounts when needed.

Responsibilities

• Onboard and offboard agents and agencies.
• Administer contracts, licenses, and system access.
• Process requests related to commissions and product authority.
• Support internal/external customer requests with follow-up.
• Investigate complex cases and discrepancies to resolution.
• Keep records accurate in internal systems.
• Help with onboarding training for new hires.
• Suggest and implement process improvements.
• Ensure adherence to policies and regulatory requirements.
• Offer phone support for key accounts as required.

Skills

Critical thinking

Problem solving

Org & time management

Attention to detail

Verbal & written communication

Assertive communication

Customer focus

Prioritization & multitasking

Self-motivated & proactive

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Microsoft Excel

Microsoft Outlook

Microsoft Word

Web-based applications

Data entry systems

Job description

Team Function

The team is responsible for establishing and maintaining the contractual and operational relationship with Independent Insurance Agents across multiple business lines. The team manages agent onboarding, offboarding, and maintenance activities, including contracting, licensing, system access, agency hierarchy management, contract updates, and operational support, while ensuring compliance with company policies and regulatory requirements.

Role Description

• Manage agent and agency onboarding and offboarding processes.


• Administer contracts, licenses, appointments, and system access requests.


• Process requests related to commission schedules, product authority, and agent information updates.


• Provide administrative support and follow-up for internal and external customer requests.


• Investigate and resolve complex cases, documentation discrepancies, and operational issues.


• Maintain accurate records and update internal systems accordingly.


• Support onboarding training activities for new hires.


• Identify opportunities for process improvements and support operational efficiency initiatives.


• Ensure compliance with company policies, procedures, and applicable regulations.


• Provide phone support and assistance to key accounts when required.

• High school diploma or equivalent required; bachelor's degree preferred.


• Minimum 1+ year of experience in a Customer Service role involving operational and administrative support.


• Proven ability to deliver exceptional Customer Service


• English Fluent/Advanced English


• At least 6 months of contact center experience is a plus.

Skills and Capabilities

• Critical thinking and analytical skills.


• Problem-solving abilities.


• Strong organizational and time management skills.


• High attention to detail.


• Excellent verbal and written communication skills.


• Assertive communication.


• Customer-focused mindset and service orientation.


• Ability to prioritize and manage multiple tasks.


• Self-motivated and proactive approach.

Tools and Systems

• Microsoft Office Suite (Excel, Outlook, Word).


• Web-based applications and corporate platforms.


• Data entry and data processing systems.

• A competitive salary and performance-based bonuses.


• Comprehensive benefits package.


• Flexible work arrangements (remote and/or office-based).


• You will also enjoy a dynamic and inclusive work culture within a globally renowned group.


• Private Health Insurance.


• Paid Time Off.


• Training & Development opportunities in partnership with renowned companies.