About this role
Basic Function: Responsible for processing standard and moderately complex Life / Annuity transactions, supporting peers with process clarifications, and helping maintain consistent quality and productivity outcomes. Essential Functions • Perform all A1 accountabilities for standard and complex transactions with higher independence. • Support associates with real-time process clarifications and help reinforce SOP usage. • Identify recurring processing errors, knowledge gaps or documentation issues and share inputs with SME / AM. • Assist in maintaining process consistency by applying best practices across similar transaction types. • Contribute to training refreshers, huddles, sample reviews and knowledge-sharing activities as required. • Support new hires or cross-trained associates during nesting / ramp-up where assigned. • Escalate unresolved operational, system or customer-impacting issues with sufficient details. • Demonstrate readiness for SME responsibilities through strong quality, accuracy and process judgment. Performance Parameters Core Parameters Role-Specific Indicators
• Productivity • Quality • Turnaround Time of work assigned • Attendance & Schedule Adherence • Peer support effectiveness • Complex case handling / first-time-right processing
Primary Internal Interactions • Associates for peer support, clarifications and knowledge sharing. • SME / AM / LAM for escalations, reporting, performance feedback and unresolved issues. • QCA / Training team for error trends, quality feedback and refresher inputs. Skill Requirements Skill Area Requirements
Desirable Skills • Good English comprehension with sound reasoning and process judgment. • Problem solving and ability to identify exceptions / gaps. • Detail orientation with consistency in quality outcomes.
Technical Skills • Good computer navigation and multi-system handling ability. • Comfort with Microsoft Office, Outlook and Excel for basic tracking / updates. • Typing speed and accuracy aligned to process expectations.
Process-Specific Skills • Working knowledge of Life / Annuity and post-issue policy maintenance transactions. • Ability to process complex / exception scenarios with minimal supervision. • Ability to support peers in SOP navigation and process clarifications.
Soft Skills • Ability to mentor peers informally and reinforce process discipline. • Ability to question established guidelines constructively for improvements. • Ability to handle multiple priorities and shifts basis process needs.
Education Requirements and Work Experience Bachelor’s degree and computer literacy. Relevant Life / Annuity / EB experience and demonstrated quality/productivity performance preferred.
Core Parameters Role-Specific Indicators
• Productivity • Quality • Turnaround Time of work assigned • Attendance & Schedule Adherence • Peer support effectiveness • Complex case handling / first-time-right processing
Bachelor’s degree and computer literacy. Relevant Life / Annuity / EB experience and demonstrated quality/productivity performance preferred.