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 fulfil any other essential functions as directed by the supervisor. Join us in delivering excellence and maintaining high standards in claims management.
Responsibilities- Key Responsibilities
- Responsibilities are not limited to the enclosed
- Ensure that the assigned targets in accordance with SLA are met
- Ensure that the quality of the transactions is in compliance with predefined parameters
- Ensure claim costs is controlled and leakage kept at a minimum
- Ensure accuracy of reserves and payments and manage lifecycle of claims
- Ensure adherence to Company Policies and Procedures
- Managing calls – both inbound and outbound as well as all other correspondence on claims
- Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns
- English language proficiency
- Previous international Voice experience
- Minimum Requirements:
- Grade 12 (Mandatory)
- No prior experience needed and/or entry-level experience
- Soft skills & Telecommunications Experience (Advantageous)
- Computer Literacy (MS Office, Social Media, Online, Navigation)
- Good articulation of the English language (Spoken and Written)
- 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
Skills Required
- Grade 12 (high school diploma)
- English language proficiency (spoken and written)
- Previous international voice (call center) experience
- Computer literacy including MS Office, social media, and online navigation
- Good computer navigation skills
- Familiarity with telecommunications/telephony systems
- Customer service focus and telephone etiquette
- Ability to handle high volumes of transactions
- Ability to multitask, prioritize, and manage daily work activities
- Strong listening, comprehension, questioning and reasoning skills
- Good articulation and effective communication
- Ability to meet SLA targets and balance quality, timeliness, and productivity
- Knowledge of basic business concepts relevant to role
- Self-discipline, result orientation, adaptability, and ownership
What We Do
Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.
