Job Description - Sr. Associate/ Associate |
Function, Responsibility Level: Operations, Associate | Reports to (Responsibility Level): AM - Operations (Hardline) AM - Training (Functional) | Supervises: None |
Global Grade: 07M & 08 M | Cost Center (85 series): 85029343 | Complexity: C4T3 | PID/s Load Mapping: AM136B02 |
Position Summary |
Position responsible for customer conservation. Ensure premiums are reconciled on a monthly basis with Groupfacts (application). Process manual premium payments on all groups to coordinate timely claim payments to insureds and commission payments to agents/brokers. Resolve delinquent customer premium. Communicate status to group policy owners (employers), employees, regional sales offices, and brokers. |
Job Responsibilities Essential Functions - Point of contact for delinquent customers. Track and follow-up with customer until case is paid to current or terminated and referred to collections. Ensures Regional Market objective of World Class Customer Service is met. Ensure that the assigned targets are met in accordance with SLA, compliance standards and internal standards.
- Prioritize daily workload to ensure a specified turnaround time (TAT) objective is maintained. Research and resolve billing inquiries and discrepancies for delinquent accounts with policy owner (employer), agents/brokers, and group sales offices. Ensure adherence to established attendance schedules.
- Continually monitor Delinquency Reports and notify group sales offices, policy owner and broker of past due account status to conserve business.
- Continually monitor lockbox report to resolve unallocated premium.
- Coordinate with legal on bankruptcy cases as appropriate.
- Review/Audit new case census data for accuracy of first bill.
- AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.
- Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance.
- Agents for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.
- Subject Matter Expert for the purpose of work thread related issues and escalated transactions.
- QCA for the purpose of feedback and audit.
- Trainers for the purpose of Pre-process and Process training.
Any other essential function that may occur from time to time as directed by the Supervisor. |
Knowledge, Skills and Abilities |
Process Specific Skills | - Knowledge about the Insurance industry in US
- Knowledge about US Culture
- Knowledge of collection fundamentals
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Knowledge and skills | - Excellent listening, oral and written communication skills
- Escalate issues if required
- Proven customer service skills
- Excellent analytical and research skills
- Accounting/math problem solving skills
- Self-motivated, well organized, and flexible with a sense of urgency approach
- Teamwork/ Managing Self / Adaptability
- Ability to work successfully in production driven environment
- Adaptability to change
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Other Requirements | - Ability to continually work in a challenging environment.
- Knowledge of MS Office - Excel, Power Point, Word
- Self-initiated and zeal for continuous improvement
- Should be able to present effectively
- Adaptability to change
- Ability to manage multiple tasks prioritizing effectively
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Working Relationships |
Internal Contacts | - Training, HR, Operations and other Enabling
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Education Requirements |
Education Requirements | - Graduate or Diploma holders with at least 15 years of education
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Work Experience Requirements |
Work Experience Requirements | Minimum six months of work experience in a related field is required. Experience in Insurance organizations / Banks shall be preferred. - Fresher can be considered.
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