Specialist

Knowledge skills & competency required
 Demonstrated ability to learn quickly and willingness to obtain functional knowledge and understanding of business procedure and policies.
 0 months to 2.5 year of customer service/ Data Entry experience
 College graduate
 Good verbal & written communication skills.
 Demonstrated ability to work in a team environment to improve the delivery of service to internal and external customers.
 Strong organizational skills.
 Demonstrated ability to manage stress
 Basic computer skill
 Ability to work various shifts within hours of operation. Flexibility is a must, as your shift can/will change to meet business needs.
 Should have Problem Solving/Analytical Ability along with Judgment and Decision Making skills
Department: Insurance
Reports to: Team Leader / Assistant Manager
Responsibility Level: Nil
Role – Associate
Span of Control: Nil
Positions reporting into this role: Nil
Process Name: Remittance SAP
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Primary Internal Interactions
 AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support as well as associate development.
 Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance.
 Quality Compliance Analyst (QCA) for the purpose of feedback and audit.
 Trainers for the purpose of pre-process and process training.
Primary External Interactions
 MetLife Subject Matter Experts for the purpose of seeking missing information.
 MetLife Subject Matter Expert for the purpose of work related issues and escalated transactions.
Minimum Qualification
Education Requirements
Bachelor’s degree (Any Stream) or diploma with a minimum of 15 years of education.
( Candidates with B.Tech, MBA, BCA, or with any technical education would not be required)
Minimum Experience
Minimum 18 months experience in BPO industry. Skills Technical Skills
 Computer navigation skills
 Keyboarding and data entry speed (minimum 20 wpm with 90% accuracy)
 Working knowledge of MS Excel and MS Word.  Understands basic principles of accounting. (Preferred)
Process Specific Skills
 Effective communicator / Speaks clearly & succinctly.
 Strong understanding and comprehension of the English language
 Knowledge of Insurance principles in relation to the US Insurance industry  Knowledge about US Culture
Soft skills (Minimum)
 Communication skills – should be able to read, interpret business documents. Good oral/written communication  Analytical and interpersonal skills  Escalate issues if required  Data gathering ability/ Eye for detail  Team work/ Managing Self / Adaptability  Ability to work successfully in production driven environment  Adaptability to change  Ability to work on routine/standardized transactions Soft Skills (Desired)
 Self disciplined and result oriented  Ability to multi task  Ability to work effectively as part of a team