Job Description: 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.
• 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.
- Productivity
- Quality
- Turnaround Time of work assigned
- Attendance & Schedule Adherence
- Peer support effectiveness
- Complex case handling / first-time-right processing
• 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.
- Good English comprehension with sound reasoning and process judgment.
- Problem solving and ability to identify exceptions / gaps.
- Detail orientation with consistency in quality outcomes.
- 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.
- 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.
- 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.
Bachelor’s degree and computer literacy. Relevant Life / Annuity / EB experience and demonstrated quality/productivity performance preferred.
