Senior Executive

Position Title

Function

Reports to

Process Name

Complexity Level

Location – Pune

Permanent/ Temporary

Permanent

Basic Function

Key Responsibilities

• Ensure that the process transactions are processed as per Desktop procedures.
• Ensure that the assigned targets are met in accordance with SLA and Internal standards.
• Create and review Excel based trackers, review bills and claims, contacting claim handler.
• Review and research correct claim number to attached documents.
• File Copy pull documents from various claim systems and share with adjusters.
• Manage complex claims processing functions, including process, and bill review.
• Utilize related systems and technology proficiently to streamline processes.
• Evaluate the impact of new releases, procedures, and suggestions.
• Identify and address system errors, program malfunctions, workflow inefficiencies, or processing improvements by liaising with team leaders or supervisors.
• Assist quality auditors as required and undertake additional responsibilities as assigned.
• Communicate with handler for any clarification/authorization, if required
  

Performance Parameters

• Productivity
• Quality
• Attendance
• Schedule Adherence
  

Primary Internal Interactions

• Subject Matter Expert for the purpose of process training, ramp, floor support, and any process-related query
• QCA for the purpose of audit feedback
• AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.
• Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance.
  

Skills

Technical Skills

• Good computer navigation skills
• Good keyboarding speed (25 W.P.M.)
• Good knowledge of the complete MS Office suite specially Excel
  

Process Specific Skills

• Knowledge of US P&C insurance
• Knowledge of US P&C claims
  

Soft Skills (Minimum)

• Communication skills (English) –Should be able to speak, read, interpret business documents & write business emails.
• Escalate issues if required.
• Teamwork/ Managing Self / Adaptability
• Ability to work successfully in a production driven environment.
• Adaptability to change.
• Ability to work on routine/standardized transactions
  

Soft Skills (Desired)

• Self-disciplined and result oriented.
• Ability to multitask.
• Ability to work effectively as part of a team.
• Open to work extra time as per business requirements.
  

Education Requirements

Work Experience Requirements

• Minimum Eighteen months of work experience in a related field is required.
• Experience in BPO US P&C Insurance industry.
• Experience in BPO specifically in US P&C Claims