Senior Associate - Operations

WNS; Pune District; On-site; INR 350,000 - 500,000; Full time

Job summary

WNS in Pune is hiring a Chat Senior Associate in the General Insurance domain to handle customer interactions via chat, resolve policy queries, assist with claims, and provide accurate information on insurance products. The role emphasizes customer satisfaction, compliance, and quality.

You will collaborate with Claims, Underwriting and Policy Servicing teams, document interactions in CRM, and strive to meet targets for quality, response time and first contact resolution.

Qualifications

• Real-time chat with customers to resolve policy queries and provide information.
• Strong focus on customer satisfaction and quality standards.
• Understanding of General Insurance concepts (motor, property, home, travel).
• Accurate documentation of interactions in CRM systems.

Responsibilities

• Handle real-time chat interactions with customers, providing accurate and prompt responses.
• Assist customers with policy information, renewals, claims status, premium calculations, and coverage details.
• Handle customer escalations with professionalism and empathy.
• Ensure compliance with insurance regulations, data protection laws, and company policies.
• Document customer interactions in CRM systems accurately and promptly.
• Collaborate with internal teams (Claims, Underwriting, Policy Servicing) for issue resolution.
• Meet or exceed targets related to quality, response time, first contact resolution, and customer satisfaction.
• Continuously update knowledge on insurance products, underwriting rules, and claims processes.

Skills

Chat Support

Customer Service

General Insurance

Documentation

CRM Knowledge

Education

Graduate

Job description

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS' core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption. Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS' core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption. Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

Job Summary: As a Chat Senior Associate in the General Insurance domain, you will be responsible for handling customer interactions via chat platforms to resolve policy-related queries, assist with claims, and provide accurate information regarding insurance products and services. You'll ensure a high level of customer satisfaction and adhere to compliance and quality standards.

Key Responsibilities

• Manage real-time chat interactions with customers, providing accurate and prompt responses.
• Assist customers with policy information, renewals, claims status, premium calculations, and coverage details.
• Handle customer escalations with professionalism and empathy.
• Ensure compliance with insurance regulations, data protection laws, and company policies.
• Document customer interactions in CRM systems accurately and promptly.
• Collaborate with internal teams (Claims, Underwriting, Policy Servicing) for issue resolution.
• Meet or exceed targets related to quality, response time, first contact resolution, and customer satisfaction.
• Continuously update knowledge on insurance products, underwriting rules, and claims processes.

Required Skills & Competencies

• Excellent written communication skills (grammar, tone, and clarity).
• Strong customer service orientation with problem-solving ability.
• Attention to detail and accuracy in documentation.
• Ability to multitask and handle multiple chat conversations efficiently.
• Good understanding of General Insurance concepts (motor, property, home, travel, etc.).
• Knowledge of policy servicing, renewals, endorsements, and claims procedures.

Qualifications

Graduate