Website EXL South Africa
EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into … read moreinsights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration – and we’ve been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that’s unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It’s our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we’re some of the best in the business. Contact us to see how we can help you achieve your goals.
Job Description
In this role, you’ll be tasked with ensuring the achievement of assigned targets in alignment with Service Level Agreements (SLAs). Your responsibilities include upholding transaction quality within predefined parameters and controlling claim costs to minimize leakage.
Maintaining accuracy in reserves and payments while managing the lifecycle of claims is crucial. Adherence to company policies and procedures is paramount to ensure operational efficiency.
You’ll be responsible for managing both inbound and outbound calls, as well as other correspondence related to claims. Emphasizing customer satisfaction, building rapport, and facilitating effective communication are key aspects of this position, aiming for timely resolution of customer concerns. Additionally, you’ll be expected to fulfill any other essential functions as directed by the supervisor. Join us in delivering excellence and maintaining high standards in claims management.
Responsibilities
Supporting customers across the wider business.
Provide world class customer service to both new and existing customers.
Provide Sales support to customers.
Continual learning of products/services.
Promote and sell products to new and existing customers
Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries whilst delivering customer service excellence
Contribute to the workstream to deliver objectives to agreed business targets (including growth, quality and compliance)
Deliver accurate information on products and services to ensure consistency across the organisation and provide trustworthy customer service
Identify and understand customer needs in order to provide a consistently high-quality service
Escalate any queries, complaints to the relevant business units to ensure they are handled and resolved in a timely and professional manner
Increase customer retention, loyalty and build a credible reputation
Comprehend and adhere to the company and department standards, policies and procedures
Qualifications
Minimum Experience:
Grade 12 (Mandatory)
CEF – minimum CEF level B2-8
6 months customer service experience
English language proficiency
Previous international Voice experience
Good Computer navigation skills
Should be familiar with MS Office
Possesses necessary knowledge of business concepts to effectively perform the job
Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others.
Commits to achieving specific objectives and takes ownership for accomplishing them.
Responsible for handling high volumes of transactions.
Effectively balances quality, timeliness and productivity standards
Self-discipline
Result orientation
Adaptability
Listening and comprehension skills
Questioning and Reasoning Skills
Customer Service focus and telephone etiquette
Ability to multitask, prioritize and manage daily work activities
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