Company Overview and Culture
EXL (NASDAQ: EXLS) is a global analytics and digital solutions company that partners with clients to improve business outcomes and unlock growth. Bringing together deep domain expertise with robust data, powerful analytics, cloud, and AI, we create agile, scalable solutions and execute complex operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media, and retail, among others. Focused on creating value from data for driving faster decision-making and transforming operating models, EXL was founded on the core values of innovation, collaboration, excellence, integrity and respect. Headquartered in New York, our team is over 40,000 strong, with more than 50 offices spanning six continents. For information, visit www.exlservice.com.
For the past 20 years, EXL has worked as a strategic partner and won awards in its approach to helping its clients solve business challenges such as digital transformation, improving customer experience, streamlining business operations, taking products to market faster, improving corporate finance, building models to become compliant more quickly with new regulations, turning volumes of data into business opportunities, creating new channels for growth and better adapting to change. The business operates within four business units: Insurance, Health, Analytics, and Emerging businesses.
Job Description:
Provide customer service to producers and contract owners by effectively responding to incoming phone calls related to Variable Universal Life and support other life product lines
Perform outbound phone calls, as needed, to complete the fulfillment of requests and follow up on inquiries.
Effectively and efficiently communicate with customers by adhering to established call center protocols and performance standards
Update information in administrative and workflow systems to process producer and/or policyholder requests and claim requests within established time and quality standards
Remain current on changes and updates for products, processes, and operational procedures to ensure compliance with all required regulations and standards
Must maintain strict adherence to schedule, have excellent time management skills, and be energized by front-line customer service delivery in a fast-paced environment.
Cross-train on multiple functions to provide operational flexibility and support for peak demand periods throughout the year
Provide suggestions for improvement of current processes to management
Essential Functions
- Ensure that the calls are handled as per procedures
- Ensure that the assigned targets in accordance with SLA and any internal standards are met
- Ensure that the quality of the call handling is in compliance with predefined parameters as defined by Process Excellence standards
- Maintain and provide the relevant process reports in a timely manner
- Ensure adherence to established attendance schedules
Technical Skills Needed:
- Knowledge of computers
- Knowledge of key parts of the computer and rebooting the system
- Preferably good typing speed and accurate system updating
- Phone call/master handling skills
- Keyboarding skills (at least 30 wpm)
- Demonstrated experience using Microsoft Office and the ability to work simultaneously with multiple computer systems
- Series 6 or 7 Registered
Other Skills needed:
- Knowledge of Variable Universal Life Insurance Policies
- System knowledge
- Knowledge on quality procedures
- Attention to detail
- Adaptable and flexible
- Active listening skills
- Self-discipline
- Learning and decision making
- Listening, patience and action oriented
- Excellent verbal and written communication
Work Experience Requirements
Candidate preferred with contact center work experience in a similar environment in an Insurance process. Must Hold a Series 6 or 7 registration
EEO/Minorities/Females/Vets/Disabilities
To view our total rewards offered click here —> https://www.exlservice.com/us-careers-and-benefits
Base Salary Range Disclaimer: The base salary range represents the low and high end of the EXL base salary range for this position. Actual salaries will vary depending on factors including but not limited to: location and experience. The base salary range listed is just one component of EXL's total compensation package for employees. Other rewards may include bonuses, as well as a Paid Time Off policy, and many region specific benefits.
Please also note that the data shared through the job application will be stored and processed by EXL in accordance with the EXL Privacy Policy.
Application & Interview Impersonation Warning – Purposely impersonating another individual when applying and / or participating in an interview in order to obtain employment with EXL Service Holdings, Inc. (the “Company”) for yourself or for the other individual is a crime. We have implemented measures to deter and to uncover such unlawful conduct. If the Company identifies such fraudulent conduct, it will result in, as applicable, the application being rejected, an offer (if made) being rescinded, or termination of employment as well as possible legal action against the impersonator(s).
EXL may use artificial intelligence to create insights on how your candidate information matches the requirements of the job for which you applied. While AI may be used in the recruiting process, all final decisions in the recruiting and hiring process will be taken by the recruiting and hiring teams after considering a candidate’s full profile. As a candidate, you can choose to opt out of this artificial intelligence screening process. Your decision to opt out will not negatively impact your opportunity for employment with EXL.
