Mandatory Ask:
6+ Years Overall Work Experience In Us Health Insurance Domain Or Any International Insurance / Open To Us Shift
Position Summary:
- Managing Customer support operations.
- Ensure all client specific records are compliant with regulatory standards.
- Should work on high quality and timely completion of all client-level due diligence requirements at the onset and renewal of client relationships.
- Must deliver great customer service standards to define, analyze, to resolve queries and escalations.
- They combine technical expertise, leadership skills, and a customer-centric approach to drive excellence in service support within an organization.
Primary Responsibilities:
- Act as the primary point of contact for the branch (US onshore), providing comprehensive support.
- Understanding and implementation of US Health Insurance regulatory standards, guidelines, policies and procedures.
- Responsible for end-to-end support of the policy lifecycle services.
- Support a team of 4 - 5 Client Managers (~70 Accounts) at the branch.
- Be a US Health Insurance domain expert to conduct end to end renewal activities.
- Foster and maintain a positive relationship with branch (onshore) staff to enhance the overall customer experience.
- Co-coordinating with internal operations team to get the renewal activities completed on time.
- Handle queries effectively, aiming to minimize re-work at service center.
- Ability to identify risks, issues and successfully navigate through to completion.
- Strong time management and organizational skills; ability to work independently and effectively managing multiple tasks at once.
Additional Responsibilities:
- Demonstrate initiative and think creatively, with excellent presentation, written, and communication skills.
- Understand the Client Manager requirements when completing the renewal activities documentation inclusive of Census, SBC, SPD, Carrier Proposals, Enrollment Materials, Contracts, Certificates, and Policy etc.
- Previous experience working for a US Health insurance, carriers such has Aetna, SunLife, Symetra, Voya, Optum, Blue Cross Blue Shield, Delta Dental, MetLife is an added benefit.
- Self-reliance and willingness to own complications and creatively find solutions.
Skills & Competencies:
- Excellent Written and Oral communication skills.
- Interpersonal skills.
- Advanced computer skills (Outlook, Word, Excel and Power Point) are essential.
- Proactive.
- Ownership and Accountability.
- Insurance domain knowledge.
- Logical thinking and decision making.