About this role
EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com.
EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.
We are seeking a Customer Service Representative to assist customers with their inquiries via calls, chat, and emails, encompassing generic queries, account/application status, and insurance-related concerns. The ideal candidate will demonstrate ownership, providing timely resolutions while ensuring consistent, courteous, and efficient service according to quality monitoring guidelines. Liaison with onshore departments may be necessary to relay messages to customers as requested.
• Assist customers with their queries via calls chat and emails pertaining to generic queries, account / application status and status on Insurance related queries. • Demonstrate ownership and provide timely resolutions to inquiries and requests • Liaise with onshore departments to pass on messages to the customers as requested • Treat customers in a consistent, courteous, and efficient manner according to quality monitoring guidelines • Attain team productivity goals without compromising accuracy, service, or the privacy of customers • Manage daily work activity and take action as appropriate to meet customer service metrics
• Basic knowledge of computers • Knowledge of key parts of the computer and rebooting the system • Preferably good typing speed and accurate system updating • Phone call/master handling skills • Keyboarding skills/typing speed (at least 30 wpm) • Strong verbal communication skills (Overall B1 – CEF) • Possesses good problem-solving skills (should pass critical thinking assessment) • Ability to work independently and in a team environment • Detail oriented with excellent follow-up skills • Maintains effectiveness despite changes to situations, tasks, responsibilities, and people • Sets own high standards of performance • High tolerance for stress • Proven record of dependability • Comfortable with navigating and communicating instructions to access multiple computer applications • Must be able to learn and retain a large amount of technical information in a relatively short period of time • Must be receptive to detailed and frequent performance feedback • Generally likeable demeanor and customer centric approach • Knowledge about US Life Insurance processes and other line of businesses is a plus • Knowledge about US culture • Knowledge on quality procedures • Completed at least 2 years in College • At least 1 year prior customer service experience