Service Experience Lead, Assurant-GCC, India

This position is responsible for the delivery of exceptional customer service through the lodgment, assessment, adjudication and settlement of claims. While providing ongoing support and guidance to customers, the Service Experience Associate is required to accurately and efficiently manage claims and enquiries from a variety of channels including phone, email and online.

Applying terms and conditions when dealing with customers, clients and service network partners in a timely and customer-focused manner is essential. Teamwork and attention to detail are critical to ensure the customer/client experience is seamless and creates brand loyalty for our clients.

This position will be Bangalore, Chennai, Hyderabad in India.

Work Time: 4:30 PM IST - 1:30 AM IST

What will be my duties and responsibilities in this job?

• Consistently deliver exceptional customer service while providing accurate and timely responses to all queries as required keeping customers, clients and service network partners informed of the claim progress
• Use technical expertise to assess, adjudicate and settle claims in the most cost effective and time efficient manner using innovative and customer-oriented solutions
• Collect, verify and analyze information obtained during the claims process used in settling claims to ensure that claims are valid and that settlements are made according to company practices and procedures
• Demonstrate flexibility, enthusiasm and strong learning agility in learning new products, systems and processes while maintaining high customer service and compliance standards.
• Resolve customer complaints and/or objections efficiently and effectively within delegated authority using initiative to achieve the best possible outcome for the customer and TWG
• Ensure compliance to all internal and external regulatory requirements
• Work effectively within a team environment by operating collaboratively with others and sharing knowledge and skills to achieve team goals and objectives
• Achieve required standards of performance against all core job responsibilities as measured by Call Evaluations, Claim File Reviews, Telephony Results, Performance Reporting and Client Satisfaction survey results

What are the requirements needed for this position?

• Minimum of two years call center and/or customer service experience
• Education, Certifications and Experience: Bachelor’s Degree Qualified in IT, Engineering or similar discipline
• Automotive experience
• Appliance and Technology experience
• Claims adjudication and insurance experience

What other the Preferred Experience, Skills, and Knowledge?

• A passion for delivering exceptional customer service
• Ability to build customer loyalty through excellent listening, relationship building, and written and verbal communication.
• Ability to effectively multitask and priorities a varied workload
• A consultative manner, resourcefulness and ability to influence
• Creativity in solving problems and eagerness to identify and present effective solutions
• Ability to work in a structured and fast paced environment where you will be motivated to meet or exceed performance targets

Sound working knowledge of Microsoft Office applications e.g. Outlook, Word, etc and ability to grasp new systems