Agent- TMB-PUPS

Educational Qualification UG Can apply / Any Graduate can apply

Work Experience Minimum 6 months of experience as Customer Care Agent in a US based process managing Claims management, disputes etc

or handled Disputes and Claims in a Banking and Insurance, Avaition Setup The ideal candidate will ensure effective management of claims and disputes while enhancing operational efficiency and customer satisfaction

This role requires excellent communication skills, and a deep understanding of the claims processes and dispute handling relevant to our industry

Language & Communication Ability to effectively communicate his/her thoughts in a well-organized manner

Should have good communication skills in English Roles & Responsibilities This position handles day-to-day service issues within an operation

He/She facilitates the smooth execution of procedures and management of systems

To work in a team of claims and dispute resolution specialists

Foster a positive team environment that encourages collaboration and continuous improvement

Oversee the entire claims process, from initiation to resolution, ensuring adherence to company policies and compliance with regulatory requirements

Analyze claim data to identify trends and recommend process improvements if any to Team Lead

Coordinate with internal departments (e

g

, legal, compliance, finance) to resolve complex claims and disputes

Develop and implement effective dispute resolution strategies to minimize financial impact and enhance customer satisfaction

Continuously assess and enhance the claims and dispute management processes for efficiency and effectiveness

Prepare and present regular reports on claims and dispute metrics to Team Lead Utilize data analytics to drive informed decision-making and strategic planning

Follow KPIs and implement corrective actions as necessary to achieve targets

Minimum of 6 months years of experience in claims and dispute management, preferably in the finance, Aviation or logistics sector

Excellent negotiation, communication, and interpersonal skills

Proficiency in claims management software and Microsoft Office Suite

Knowledge of relevant laws and regulations affecting claims management

Eligibility Minimum 6 months of experience as an Agent in a Voice Based process with overall 1 to 2 years of experience

Exceptions Deviation in Resource Budget within the MAX grid to be approved by RMG Lead

Deviation above the max grid to be approved by BU / OPS Head + RMG Head

Any other Deviation in the JD i

e

Age, Skill set, deviation in hiring threshold to be approved by RMG and Process DPE / Process head

Change in JD to go through Change proposal Process and JD to be revised with version control changes

Process Details Interview Rounds RMG Screening as per the JD Typing test if backend process/ Voice assessment if Voice process Operations Round

HR / Offer discussion if selected

Job Location Noida Transport Cab Facility as per location Transport policy to and fro Working Day 24*7 2 days off in a week Need to be flexible basis project requirement ( any 2 offs in a week) Role Band Location RMG Remarks Knowledge of operational process, logical thinking, reporting and analysis Should be open to work 24/7 Oversee the entire claims process, from initiation to resolution, ensuring adherence to company policies and compliance with regulatory requirements

Customer Care Agent Analyze claim data to identify trends and recommend process improvements

U1/U2 Noida Highly energetic and self-motivated- Able to keep himself with a positive attitude despite customer s objections

Minimum of 1 year of experience in claims and dispute management, preferably in the finance or logistics sector

Financial credit card case management experience can also be considered Logistics background will be desired but not a mandatory requisite in this role