Senior Associate - US Insurance Voice Process

Trinity SkillWorks Private Limited; Ernakulam; On-site; INR 300,000 - 550,000; Full time

Job summary

Trinity SkillWorks Private Limited in Kochi (Kakkanad) is hiring a Senior Associate for International Insurance Voice Process (US market). The role requires handling voice interactions for benefits, claims review, coordination with providers and customers, and meeting QA/SLA targets.

This position follows US night shifts and requires office work. Graduation is mandatory; experience in US/International Insurance Voice Process is essential plus strong English (B2+).

Qualifications

• Graduation in any discipline.
• Relevant experience in US / International Insurance Voice Process is mandatory.
• Voice-process experience specifically within the Insurance domain is required.
• Excellent English communication skills (B2 level or above).
• Comfortable working in US rotational night shifts.
• Willing to work from office in Kakkanad, Kochi.
• Immediate / short-notice joiners are preferred.

Responsibilities

• Handle international insurance voice interactions and benefits-related support activities.
• Review claim documents and supporting information to determine appropriate next steps.
• Coordinate with healthcare providers, customers, and other stakeholders.
• Manage follow-ups and resolve pending requests within defined timelines.
• Identify and resolve processing exceptions and operational issues.
• Escalate complex cases when required.
• Maintain accurate and compliant documentation for every interaction.
• Meet defined quality, productivity, accuracy, and SLA targets.
• Support multiple insurance products, workflows, and processes.
• Assist team members through knowledge sharing and process guidance.
• Contribute to process improvement and enhanced customer experience.

Skills

US voice process

Insurance domain

English communication

Customer handling

Documentation

Shift work (US night)

Education

Graduation

Job description

WE’RE HIRING | SENIOR ASSOCIATE – INTERNATIONAL INSURANCE VOICE PROCESS (US)

Position: Senior Associate – International Insurance Voice Process (L1)

Location: Kakkanad, Kochi

Work Mode: Work from Office

Market: US / International Insurance

Shift: US Rotational Night Shifts

Salary: ₹3 LPA - ₹5.5 LPA

Education: Graduation Mandatory

Joining: Immediate / Short-Notice Joiners Preferred

Key Responsibilities

• Handle international insurance voice interactions and benefits-related support activities.
• Review claim documents and supporting information to determine appropriate next steps.
• Coordinate with healthcare providers, customers, and other stakeholders.
• Manage follow-ups and resolve pending requests within defined timelines.
• Identify and resolve processing exceptions and operational issues.
• Escalate complex cases when required.
• Maintain accurate and compliant documentation for every interaction.
• Meet defined quality, productivity, accuracy, and SLA targets.
• Support multiple insurance products, workflows, and processes.
• Assist team members through knowledge sharing and process guidance.
• Contribute to process improvement and enhanced customer experience.

Mandatory Eligibility

• Graduation in any discipline.
• Relevant experience in US / International Insurance Voice Process is mandatory.
• Voice-process experience specifically within the Insurance domain is required.
• Excellent English communication skills (B2 level or above).
• Comfortable working in US rotational night shifts.
• Willing to work from office in Kakkanad, Kochi.
• Immediate / short-notice joiners are preferred.

Candidates without relevant International Insurance Voice Process experience may not be considered.

Preferred Experience

Experience in any of the following areas will be an advantage:

• Insurance Claims Processing
• Benefits Administration
• Healthcare Insurance Operations
• Disability Claims
• Leave Administration
• Provider Outreach
• Claims Support
• Insurance Customer / Provider Service
• International Contact Center Operations
• Quality, Productivity and SLA Management

Key Skills

• Strong verbal communication and active listening
• Customer and provider handling
• Problem-solving and decision-making
• Documentation and case management
• Follow-up and workflow management
• Ability to independently handle complex or escalated insurance scenarios

Hiring Process

Profile Screening → Communication Assessment → Operations / Domain Interview → HR Discussion → Document Verification & Offer

Compensation

₹3 LPA - ₹5.5 LPA

Final compensation will depend on relevant experience, current/previous compensation, interview performance, internal salary guidelines and supporting documents.