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:
-
- 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, commision 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 payments, rollovers, posting defined contributions, defines benefits, 401k, 403B, funds file management, return payments, withdrawals, reconciliations, wire transfers, ACH handling, respond to queries via calls or email regarding any of the indicative trasactions listed above

• Claims management Recording the claim received 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 should also include audit requirement fulfillment.
• 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:

:

• 100% Process adherence to transaction processing timelines involving Moneyin, Moneyout, Enrollment processes of annuities to avoid back dated transactions and other measurable metrics.
• 100% adherence to the guidelines as per the business framework.
• Process predefined number of transactions as assigned Not applicable to US population we don’t assign out transactions Additionally we have same day processing so there is no way to predefine exact workloads for that work.
• Meets internal process metrics related to transaction processing involving MoneyIn, Moneyout, Enrollment, death, liquidation processing etc, (such as productivity, quality, Consistency Index as defined for the SOW.
• Adhere to audit compliance ( SAS 70, Statutory Audit) of all relevant processes as laid out in process documentation.
• Meet process SLAs / metrics – productivity and quality targets within the established timelines.
• Ensure process guidelines are followed and met as documented.
• Respond to data requests.
• Adhere to shift handover processes.
• Raise process related issues / concerns on time with process and team leads.
• Record data relating to production statistics, enduser related notes, etc as appropriate.
• Stay updated with the process knowledge / changes refer to knowledge updates/ repositories to effectively process transactions.
• Adhere to security practices set by organization.
• Provide updates and submit reports related to own area of work.
• Perform rework on policies which were not processed correctly the First Time.
• Capture predefined policies/amendments in the client system during a business day.
• Record the output in the system provided by Cognizant.
• Highlight process related issues / concerns proactively with TL/TMs.
• Refer to knowledge updates/ repositories to effectively process transactions.

For Data Processes:

• 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.
• Process DC / DB transactions.

For Voice Processes:

• Answer calls from customers/end users based on agreed time frames.
• Transfer calls involving next level of service to the appropriate department as per the given guidelines.
• Resolve the issue through effective probing while providing the resolution within agreed time frames.
• Accurately record summary of interaction in the system.
• Advise replace with 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.
• Gather missing information or to take a confirmation on the request received as per standard operating procedure (SOP) from the customers.
• Providing Annuity account value and any surrender charges.

People / Team:

:

• Contribute to and participate in knowledge sharing sessions.
• Align individual goals with team objectives (work cohesively with the team).
• Participate and contribute to organizational activities.
• Record own attendance and time sheet related data to ensure correct billing.
• Conduct refresher training.
• Collate team performance data for reporting purposes as and when requested by the Process and Team Lead.
• Completes all mandatory assessment/ certifications as applicable like Antimoney laundering training (AML), Continuing Education requirements.

Must Have Skills

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

Good To Have Skills

• 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