Executive at EXL South Africa

Job Description

• Primary External Interactions 
• Customer for policy amendments 
• SME / Trainers at the client end for training 
• Exception/ escalation teams at the client end for the purpose of seeking clarifications & answering queries 

Responsibilities

Key Responsibilities  

Responsibilities are not limited to the enclosed  

• Receive inbound calls from policyholders in a contact centre environment. 
• Process policy and new claims transactions, which include telephone payments, existing claims queries, audit queries, general policy queries and billing queries. 
• Accurately interpret and verify billing transactions and medical bills queries. 
• Respond to simple as well as complex billing, policy auditing, existing claims, and loss control inquiries. 
• Provide policyholders and providers with technical support on the self-service portals. 
• Partner with others within Customer Service to resolve customer related issues. 
• Deliver highly positive service experiences consistent with our key performance metrics and quality standards. 
• Perform other duties as needed. 

Qualifications

Minimum Requirements:  

• 6 months customer service experience 
• Soft skills & Telecommunications Experience (Advantageous)  
• Computer Literacy (MS Office, Social Media, Online, Navigation)  
• Good articulation of the English language (Spoken and Written)  
• Some post High School education preferred. 
• Excellent telephone etiquette and service delivery skills. 
• Strong communication skills and effective listening abilities 
• Effective organizational and time management techniques 
• Exhibit patience and a positive outlook when working with policyholders. 
• Contribute to an environment of accountability, collaboration, and teamwork. 
• Basic ability to navigate computers and software applications (MS Word, Excel, Outlook, Teams, etc.) 
• Able to commit to the entirety of the training program and work within a structured operations environment.