Senior Associate - US Insurance Voice Process

Trinity SkillWorks Private Limited; Ernakulam; On-site; INR 450,000 - 650,000; Full time

Job summary

Trinity SkillWorks Private Limited is hiring for Senior Associate – International Insurance Voice Process (L1) to work from the Kakkanad, Kochi office on US night shifts. Graduation is required and prior US/International Insurance Voice Process experience is essential.

You will handle voice interactions, review claims, coordinate with providers and customers, and ensure timely resolutions while maintaining documentation and SLA adherence. Immediate joiners are preferred.

Qualifications

• Graduation in any discipline.
• US / International Insurance Voice Process experience is mandatory.
• Insurance domain experience 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 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

Verbal communication

Active listening

Customer handling

Provider handling

Problem solving

Decision making

Documentation

Case management

Follow-up

Workflow management

Education

Graduation

Job description

INTERNATIONAL INSURANCE VOICE PROCESS (US)

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

Work Mode: Work from Office

Market: US / International Insurance

Shift: US Rotational Night Shifts

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
• 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

Compensation

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