Job Description: 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.
• 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.
- Productivity
- Quality
- Turnaround Time of work assigned
- Attendance & Schedule Adherence
- Adherence to assigned work standards and process instruction
• 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.
- 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.
- Good computer navigation skills.
- Typing speed of 25 WPM with 95% accuracy preferred.
- Basic knowledge of Microsoft Office, Outlook and Excel.
- 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.
- 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.
Bachelor’s degree and computer literacy. Relevant business exposure in Life / Annuity / Employee Benefits will be preferred.
