Hiring For International Voice Process | Foundever | Hyd

JOB DESCRIPTION

This role involves delivering exceptional customer service, primarily through inbound calls, addressing inquiries about healthcare policy provisions from employer-provided plans. Outbound calls are also conducted as dictated by client-specific processes.

Work-Life Balance

Global Shift Alignment:

Compensation & Perks:

• Competitive annual CTC ranging from 5 lakh to 5.5 lakhs per annum
• Free transportation service available for commutes within a 30km radius

Education

• High School Diploma or equivalent required or any degree preferred.

Experience

We are hiring both fresher and experienced (should possess exceptionally great communication skills in English )

Skills & Knowledge

• Fluent in business English

  (written and spoken).

Key Responsibilities Include

• Information Delivery: Providing accurate and comprehensive benefits and claims information to customers.
• Query Resolution: Responding to telephone requests concerning policy coverage, claim status, and other policy-related inquiries.
• Research & Support: Researching and discussing options regarding various aspects of an insured's policy and provider information, such as claim status and PDP application status.
• System Navigation: Efficiently accessing and utilizing multiple electronic systems to provide complete and accurate responses.
• Claim Adjustments: Researching and executing correct procedures for sending notifications when claim adjustments are necessary.
• Relationship Management: Enhancing and strengthening the relationship between the customer and MetLife.
• Provider Interaction: Clearly understanding and responding to providers in a dynamic, fast-paced environment, while promoting MetLife's quality image.
• Professional Conduct: Performing all responsibilities consistently and professionally, utilizing strong verbal, interpersonal, and quality service skills.
• Multichannel Support: Handling inbound customer calls courteously, timely, and professionally, including managing inquiries via email and live chat.
• Active Listening & Problem Solving: Actively listening to customers, understanding their needs, and resolving issues effectively.
• Escalation Management: Escalating customer issues to appropriate staff and management for resolution as needed.
• First Call Resolution: Ensuring first call resolution through effective problem-solving and call handling.
• Process Adherence: Strictly following client program processes and performing all tasks courteously and professionally.
• Knowledge Utilization: Utilizing knowledge base resources and training to accurately answer customer questions.
• Record Keeping: Creating and maintaining accurate customer records with detailed call information.
• Documentation: Accurately documenting call resolutions in the appropriate systems.
• Financial Compliance: Strictly adhering to client processes for handling financial issues and inquiries.
• Confidentiality: Complying with all requirements concerning confidential and personal information.
• Policy Adherence: Following all required scripts, policies, and procedures.
• Schedule Compliance: Adhering to all attendance, work schedule, and scheduled training requirements.

Rounds of Interview:

• HR Screening
• Online Assessment
• Manual Voice Assessment
• Operations Interview

Please ensure that you are mentioning Job Posting on the CV when you come for the walk in interview.