Job Description

Process & Operational Excellence :

• Competent with System Specific Knowledge; Product and Business Processes; and Communication Etiquettes.
• Ensure work is processed timely and efficiently. Use appropriate judgment when resolving complex inquiries.
• Able to consistently adapt to changes into our business processes.
• Able to communicate sophisticated claims related matters to callers in a professional manner with appropriate soft skills and demeanor.
• Accurately recording material information and interaction details during and after calls efficiently. Mitigating any risk factors that could lead to potential complaints and escalations.
• Providing mentorship to less tenured colleague.

Performance Metrics :

• Responsible for meeting individual key performance indicators in accordance to standards that meet our operational and organizational needs.
• Consistent and gradual improvements towards better standards without any compromise.

Risk & Compliance

• Complete adherence and compliance to all in house rules and business processes that have been verbally and formally communicated.
• Ensure all forms of Risk & Compliance training programs and knowledge sheet acknowledgements are completed and thoroughly understood.
• A commitment towards the confidentiality & the integrity of all forms of information deemed material to our operation and the organization at large.

Qualifications

• He/She will require to pass Personal General Insurance & Basic Insurance Concepts_ Principles examination before being authorized for Production work.
• Requires proficiency in Desk Management, phone etiquette , time management and dealing with difficult customers.
• Proficient in workspace, time and stress management.
• Proficient in computing and MS Office applications (Intermediate).
• Excellent ability to communicate information clearly and concisely both verbally and written in English.
• Experience in the field of Customer Service and/or Contact Centers is an advantage
• Ability to speak in Mandarin is an added advantage.
• Ability to prioritize and multi-task effectively in a fast paced environment.
• Flexible with shift rotation and working arrangement policy (overtime etc.).
• Ability to network and form professional relationships across the team and organization

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

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