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 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.

For Data processes:

• Accurately interpret the request received via email, scanned letters replace with documentation, or system requests raised via workflow and execute the financial or nonfinacial transaction as required, which might be related to New Business, Policy owner Sevices, Claims processing, or other statutory requirements.

Project / Process:

:

• Ensure documented process guidelines are followed and are updated on periodic basis Respond to queries raised by the team and seek timely intervention from the business, if required.
• 100% Process adherence to transaction processing involving Moneyin, Moneyout, Enrollment processes of respective domain.
• Monitor work distribution and queues for MoneyIn, Moneyout, Enrollment processes and ensure that items are processed within defined Turn Around Time / Consistency Index.
• Minimize rework, perform a detailed Root Cause Analysis on all Quality Check errors and provide feedback to the team.
• Ownership of respective knowledge database for assigned process or a set of processes (MoneyIn, Moneyout) by ensuring regular updates received internally as well as from the clients.
• Track back dated transactions to ensure that they are processed on time to reduce exposure Track and control Not In Good Order through analysis and constant feedback to internal team and client (as applicable).
• Reconciliation of transaction processing with financial entries to ensure accuracy.
• Review and document all relevant process changes and improve process quality of the team.
• Resolve process related queries and escalations.
• Analyze feedback received and error reports to arrive at training needs.
• Drive Quality Awareness training material creation and delivery to projects.
• Drive and participate in Operations reviews.
• Identify improvement opportunities and initiate and deliver on process improvement projects.
• Provide updates and submit reports related to own area of work.
• Active participation in the process transitions from business to Cognizant center (if required).
• Identify gaps in process compliance and conduct audits to drive process compliance.

For Data processes:

• Efficiently process transactions with Accuracy as per SLA.
• Approve disbursement / transfer / loan requests as per limits assigned.

For Voice processes:

• Answer calls from customer/end user based on agreed time frames, during call spikes.
• Transfer calls involving next level of service to the appropriate department as per the given guidelines.
• Identify internal errors on transactions made by call takers and revert to associates on process corrections as applicable.
• Accurarely record a summary of the interaction in the system being used.

People / Team:

:

• Mentor new associates joining the team through adequate training, support and regular feedback.
• Complete mandatory training for self as identified in the training plan for the project.
• Conduct refresher training for existing associates.
• Encourage the team to take domain/industry level certifications manage knowledge sharing sessions Align individual goals with team objectives (work cohesively with the team).
• Conduct peer reviews:
• Ensure quality monitoring and audits for process executives to identify areas of improvement for the team or individuals.
• Manage knowledge sharing sessions.
• Successful selfcertification and Offshore Knowledge Transfer.
• Support the team by liaising with different departments.
• Report team performance data at the desired frequency.

Must Have Skills

• Speaking English
• Customer Service
• Life Compliance & Risk
• Life Finance and Accounting
• Life Agency Management
• Annuities Agency Management
• Agency Management
• Annuities Claim Management

Good To Have Skills

• Life New Business

Please refer the Job description for details