Analyst- Email and Live Chat Process

Email Support and Live Chat Process:

The process involves addressing end to end inquiries related to Members (Health insurance) pre- authorization, policy servicing, claim assessment, complaints, and any other policy and claims- related queries through Live chat or email. These professionals are required to have a complete understanding of all the products/services portfolio to aid in responding to queries.

Job Description:

1. Seeking bright, articulate, detail-oriented candidates with a desire to help us exceed our
customers expectations. Our Member Online and Live Chat team plays a critical role in
delighting our customers through delivering timely, accurate, and professional service
via email and Live Chat.
2. Need to a have deep understanding of health insurance policies, procedures, and claim
processing to provide accurate and timely assistance to members.
Understanding of the life cycle of the AXA Health insurance claims life cycle from Policy
Servicing, Underwriting, Pre-authorization, Assessment, Complaints. Provider sourcing
etc.,
3. Collaboration with internal teams will be essential to resolve complex member issues
and will be expected to escalate cases when necessary to ensure timely resolution.
Require accurately documenting member interactions and information for tracking and
reporting purposes.
4. Create a Complaint log where the member expresses dissatisfaction regarding the
services. Handle customer complaints, provide appropriate solutions and alternatives within the
time limits; follow up to ensure resolution. Ensure compliance with company policies, procedures, and regulatory requirements while assisting members with their inquiries.
5. Stay always updated with company's new product/services and policies.
Meeting individual and team-based productivity targets, including the handling of a
minimum of 2 concurrent chats while maintaining high-quality service.
Achieving and maintaining a customer satisfaction rating of 95+
Meeting response time targets for live chat and email inquiries, with an average
response time of 2 mins or less for live chat and less than 24 hours for emails.
6. Demonstrate a customer-centric approach by maintaining a positive and professional
demeanor during all customer interactions.

Skills to have:

• Typing Proficiency of 40-60 wpm.
• Excellent communication skills with a strong command of written language as this process requires interaction with UK Customers (Communicate professionally, use proper grammar, punctuation, and spelling in complete).
• Competent in MS office and web browser environments.
  
  Job Requirements:

Education: Graduate / post-graduate degree.

Notice Period: Only immediate joiner

Work Location: Ecopolis - Yelahanka or Manyata Tech Park (depending on business requirement)

Working Days: 5days working (Monday to Sunday with weekly rotational off of 2 days)

Shift Timings: Rotational shifts between 07:30 AM to 1:30 AM (IST),

Candidates from MBA/MCA/BCA/B. E/BTech/MTech/B.Sc. (CS & IT) educational background are not eligible for this role.