Customer Service Representative

at  Cognizant

TEAM LEAD - L&P / TEAM MANAGER - L&P

Qualification:
Graduate (exclusion:
BE/BTech/MCA) or High School graduate as may be applicable in the Geo
Responsibility:
Business / Customer:
-
- Articulate/ communicate in a manner which is understood by clients / endusers.
- Effectively communicate information on products/services or trouble shoot issues within the specified time frames as agreed upon with the Customer, in a manner that is understandable by the end User/ customer.
- New Business process such as Plan set up, Policy creation, Documentation collection & Review, seeking regulatory approvals, Policy despatch, Reinstatements, Endorsements, Renewals, product conversions, underwriter support, Authorizations, Binding, quotes and Policy Issue, Group Benefits plan updates, Agency , broker and Vendor support such as respond to queries, commission calculations & pay out, contract renewals, Agent licensing, Policy owner services, Change endorsements, cancellations, transfers, product conversions, coverage extensions, and call handling, fund switch, loans, disbursements, Reserve Management, Suspense management, repayments, over payents, Roll overs, posting defined contributions, defines benefits, 401k, 403B, funds file management, return payments, withdrawals, rconciliations, wire transfers, ACH handing, respond to queries via calls or email regarding any of the indicative trasactions listed above.
- Claims management Claim registration through calls or emails related to death claims, disability claims, surveyor document review, trasncription, Investigation, Assignments, Fraud management, Legal documents, invoices, Appeals,, Tax compliance,Statutory and Legal reporting requirements.
- Ensuring that information for new/existing policies or plans are recorded in the system, makes Policy amendments as requested by Contract Owner/participant , process claims.
Project / Process:

:

• Ensure process guidelines are followed and met as documented.
• 100% Process adherence to transaction processing timelines involving Moneyin, Moneyout, Enrollment processes of annuities to avoid back dated transactions and other measurable metrics.
• Process predefined number of transactions as assigned.
• Meets internal process metrics related to transaction processing involving MoneyIn, Moneyout, Enrollment, death, liquidation processing etc, (such as productivity, quality, Consistency Index what is this we don’t measure this ), as defined for the subprocesses.
• Adhere to shift handover processwhat is this.
• Record data relating to production statistics, enduser related notes, etc as appropriate.
• Provide updates and submit reports related to own area of work.
• Connect with the customer & provide highest level of satisfaction to the customer.
• Strive to understand and resolve issues/queries at the first instant.
• Capture predefined policies/amendments in the client system during a business day.
• Record the output in the system provided by Cognizant.
• Perform rework on policies which were not processed First Time Right.
• 100% adherence to the legal guidelines as per the business framework.
• Adhere to audit compliance (SAS 70, Statutory Audit) of all annuities processes as laid out in process documentation.
• Respond to data requests.
• Highlight process related issues / concerns proactively with TL/TMs.
• Record data relating to production numbers, enduser related notes, etc as per the requirement of the process :
• Refer to knowledge updates/ repositories to effectively process transactions.
• Resolve process related queries within defined timelines with process leads and team leads.
• Resolve process related queries and expedite data requests.
• Contribute/update knowledge repository to ensure adherence to make more generic to fit all claims processes for claims processes.
• Process more than one item type/item types having higher complexity related to Claims processes such as claims intake, medical writing, claims processing for P&C, Life claims, claims processing on numerous admin systems, manual processing.
• Implement small process improvement projects.

For Data processes:

• Process DC / DB transactions.
• Review the document received from participant/Annuitant/Employer/Custodian/ Insured/ Owner/ Insurer to decide, “In Good Order” or “Not in Good Order” based on the documented procedure (provided by the client).
• Analyze available data for underwriters wrt mortality, accident, sickness, disability, and retirement rates.
• Ascertain premium rates required and cash reserves necessary to ensure payment of future benefits.

For Voice processes:

• Answer calls from customer/end user based on agreed time frames.
• Transfer calls involving next level of service to the appropriate department as per the given guidelines.
• Effectively resolves queries/issues the first time.
• Perform root cause analysis on the errors made by the team members.
• Participate on the review calls with the Process owners while playing the role of individual contributor.
• Partcipate as potential seed resources for staffing new engagements.
• Accurately record summary of interaction in the system.
• Service clients regarding financial plans utilizing knowledge of tax and investment strategies, securities, insurance, pension plans, and real estate.
• Assessing clients’ assets, liabilities, cash flow, insurance coverage, tax status, and financial objectives to establish investment strategies.
• Providing Annuity account value and any surrender charges.
• • • Gather missing information or to take a confirmation on the request received as per standard operating procedure (SOP) from the customers.
• In the absence of the PL and TL, perform the following tasks when assigned:
•  Handle escalation calls.
•  Manage service levels on a daytoday basis.
•  Manage break schedule on a day to day basis.
•  Communicate and manage transport delays.

People / Team:

:

• Act as a buddy for New Hires.
• Active participant regarding process improvement ideas on productivity, financial accuracy and consistency index.
• Perform root cause analysis on the errors made by the team members.
• Potential seed resources for staffing new engagements.
• Contribute to and participate in knowledge sharing sessions.
• Conduct refresher training.
• Completes all mandatory assessment/ certifications as applicable like LOMA Fundamentals, Antimoney laundering training (AMLO), Continuing Education Requirements.
• Align individual goals with team objectives (work cohesively with the team).
• Collate team performance data for reporting purposes as and when requested by Process and Team Lead remove per above detail provided.
• Record attendance and time sheet related data.

Must Have Skills

• Speaking English
• Customer Service
• Annuities Compliance & Risk
• Life Agency Management
• Annuities Agency Management
• Agency Management
• Annuities Claim Management
• Life New Business
• Life Claim Management

Good To Have Skills

• Life Compliance & Risk
• Life Finance and Accounting
• Life Policy owner service- Fin
• Life Policy owner service
• Life Policy ownr srvc- NonFin
• Policy Admn(Ins-Life&Ann)

Please refer the Job description for details