About this role
Basic Function: Responsible for processing Life / Annuity transactions accurately in the system as per customer or service provider requests, while meeting productivity, quality and turnaround-time expectations. Essential Functions • Review documents to identify request type and process as per SOPs / guidelines. • Process New Business, Policyholder Services (financial and non-financial), Claims or post-issue policy maintenance requests as allocated. • Process transactions received through fax, web submission, mail, contact center requests or other intake channels. • Verify sender/request details, update relevant admin systems and trigger confirmation communication using predefined templates. • Redirect documents to the appropriate operational area wherever required. • Meet individual productivity, quality, TAT, attendance and schedule adherence expectations. • Build working knowledge of client business, systems, workflows and product rules. • Escalate exceptions, unclear requests and system/process issues promptly to SME / supervisor. Performance Parameters Core Parameters Role-Specific Indicators
• Productivity • Quality • Turnaround Time of work assigned • Attendance & Schedule Adherence • Adherence to assigned work standards and process instruction
Primary Internal Interactions • Senior Associate / SME / AM for clarifications, performance reporting, escalation support and real-time query resolution. • QCA / Quality team for audit feedback and quality improvement inputs. • Mentors / Trainers for process guidance and knowledge reinforcement. Skill Requirements Skill Area Requirements
Desirable Skills • Ability to read and comprehend English in a clear and precise manner. • Reasoning ability and basic problem-solving skills. • Strong eye for detail and willingness to learn.
Technical Skills • Good computer navigation skills. • Typing speed of 25 WPM with 95% accuracy preferred. • Basic knowledge of Microsoft Office, Outlook and Excel.
Process-Specific Skills • Basic understanding of Employee Benefits, US Life and Annuity Insurance preferred. • Ability to process non-financial post-issue policy maintenance transactions as trained. • Ability to navigate multiple systems and applications.
Soft Skills • Ability to follow SOPs and work independently with limited supervision. • High attention to detail while processing transactions. • Ability to work in multiple shifts basis process requirement, including graveyard shifts.
Education Requirements and Work Experience Bachelor’s degree and computer literacy. Relevant business exposure in Life / Annuity / Employee Benefits will be preferred.
Core Parameters Role-Specific Indicators
• Productivity • Quality • Turnaround Time of work assigned • Attendance & Schedule Adherence • Adherence to assigned work standards and process instruction
Bachelor’s degree and computer literacy. Relevant business exposure in Life / Annuity / Employee Benefits will be preferred.