Job Description

Required Experience & Skills:

•0 - 24 months’ work experience

•Medium level process complexity processing or analytical skills in more complex environments

•Low level of discretion and decision making within a decision framework.

•Mostly rules-based processing but with some judgement applied

•Able to follow standard processes but understand variations from process i.e. BS Recs

•Ability to meet tight deadlines.

•Good interpersonal and customer service skills

•Excellent understanding of Insurance Industry for experienced colleagues

•Proficient in MS-Office (preferably Excel)

•Project management

•Quality management

•Results driven.

•Foster teamwork

•Giving feedback

•Provides an administrative support service within specified guidelines and Aviva brand values.

•Responds to customers’ enquiries where basic analysis and the provision of information is needed to resolve the issue, escalating where necessary.

Gain the trust of the customer through the provision of accurate and timely information and support services.

•Records all information accurately on appropriate systems.

•Responsible for spotting opportunities for service and process improvement and feeding suggestions to manager.

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Good to have experience:

•Solves straightforward problems.

•Analyses possible solutions within agreed guidelines. 

•Delivers quality service to customers within a process or product area.

•Works under the supervision of a more experienced team member and will refer decisions for support and guidance. 

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Roles and Responsibilities:

•Maintains quality service by enforcing quality standards, analyzing, and resolving client's problems, and recommending system improvements.

•Defines objectives, identifies, and evaluates trends and options, chooses a course of action, and evaluates outcomes.

•Develops, coordinates, and enforces systems, policies, procedures, and productivity standards.

•Accomplishes staff results by communicating job expectations, planning, monitoring, and appraising job results.

•Adhere to compliance and generate control reports.

•Generate statutory reporting per country requirement.

•Audit Management - Active participation in internal/external audits

•Escalation management

•Generating scheduled/ ad-hoc reports

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Qualification

•Graduate – Any Non tech Graduate (Tech Graduate like B. Tech and B.E can be considered with 6 months of experience)

•B. Tech and Full time MBA Freshers not applicable

Trainable Skills:

•Neutral Voice and Accent and call management

•UK Saving and Retirement Industry Skills

•Process Knowledge

Languages:

•English (R/W/S) with C1 Language Proficiency Level

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Work Condition

•Flexibility to work in 24*5 shift environment 12:00PM to 12:00AM Window (9.5 Shift Hours)

•Flexibility to occasionally extend work hours to meet business needs.

•Saturday and Sunday Fixed Off

Looking for

•Excellent Communication Skills (Verbal + Written

 •Customer Service through calls, Chats & emails