Specialist
Specialist
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Job Description
Process Brief
Commercial Instalments team is part of AXA-I UK that operates in the General Insurance sector. The team deals with commercial and personal line policies. The premiums are collected via monthly installments through customers accounts. It is a voice process as it requires handling customer enquiries (written and / or incoming call) & processing work on systems.
Position Summary
Commercial Instalment team member will be:
- A key member of the ABS Finance Operations team with responsibility to perform the controlling functions of the Commercial Instalments team.
- Reporting to the Assistant Manager of the Commercial Instalment team
- Handle Various Processes involving maintenance of daily direct debit file/handle customer calls / queries/follow up for outstanding debt and cancellation of policies.
- Investigate the installment policies and provide solution to customers/broker/underwriters queries over telephone or written.
- Receive incoming calls from Policy holders & Brokers and provide superior customer service
Key Accountabilities
- Delivery on the assigned objectives
- To investigate the installment a/c as to why we are not collecting monthly premiums and take the necessary action.
- To issue manual and system generated letters as per process guidelines
- To take process related initiatives. Eg. Preparing internal reports/MI
- To generate Process Improvement ideas
- To liaise with other departments regarding installment policies and resolve customer queries.
Qualifications
- Commerce graduate from a recognized University or
- Any Graduate however with prior BPO/Accounts Receivable experience in a voice process
Specific position related experience
- Call handling experience from a BPO international sector.
- Prior experience in collection process will be an added advantage
- Fresher with good communication and analytical skills.
Specific Knowledge required
- Knowledge of insurance Insurance terms and basic principles utmost good faith interest claims brokers unpaid principle of indemnity etc
- Basic Accounting knowledge 3 Basic accounting principle of Debit and Credit and understand its corresponding entries & Profit & Loss.
- Proficient in MS-Office applications
- Excellent key board skills to ensure fast and accurate processing of data
Key Skills/Competencies
- Good communication skills required Frame correct and complete sentences Proper Telephone and Email etiquettes
- Good Probing and complaints handling skills
- Possess analytical skills
- Be able to work under pressure
- Patience to handle irate customers
- Neutral accent to handle calls from UK customers/clients. Should be able to understand UK accent.
Problem Solving
- Proactive approach in understanding the problem and giving ideas to resolve issues.
- Proactive approach to debt management and reduction
- Resolve problems/queries raised by other team members UK counter parts underwriters and even end customers banks & brokers
Decision Making
Ability to make decisions which help solve problems
Required Experience:
Unclear Seniority
Employment Type
Full-Time
