Sr Associate - Operations ( 15675A )

Answer incoming calls and respond to customer queries

Research and resolve customer issues using the tools and applications provided

Identify and escalate issues to supervisors wherever necessary

Document all calls as per the standard operating procedures

Follow up on customer calls wherever necessary

Identify and escalate to management any deviations observed in the call trends

Maintain expected Quality Targets

Must ensure the Average Handling Time, Average Speed of Answer and Answer Rate targets are met

Meet internal Production, Utilization and Productivity target

Graduate from a recognized university

Proficient in computer applications

Knowledge of customer service practices

Excellent listening, verbal and written communication skills

Good logical, analytical and problem solving abilities

Attention to detail and accuracy

Good interpersonal skills and strong client focus

Ability to communicate clearly, concisely and effectively

Life insurance/claims processing knowledge preferred