Process Specialist – US

Process Specialist – Des Moines, IA

In the role of process specialist, you will execute transactions as per prescribed guidelines and timelines, review and validate the inputs from the other team members, support your manager in training activities, daily operations review and help in escalation resolution with the objective to meet service level agreement targets for the specific process within the guidelines, policies and norms of Infosys McCamish. In this role you will be responsible for transition coordination, process training and certifications for the team, talent management related activities, Service Level Agreement compliance and Process compliance. You will also be involved in day to day customer interactions, knowledge management and process reengineering activities.

Location for this position is Infosys McCamish, Des Moines, IA

Qualifications

Basic

1. High School Diploma or GED Equivalent

2. At least 2 years of experience in BPO sector working on data transactions

Preferred

1. Handles in-bound inquiries from customers.

2. Performs online account transactions to affect a wide range of policy changes and fulfill customer requests, e.g. billing changes, reinstatements, verification of coverage, illustrations

3. Ensures accuracy and timeliness of on-line transactions.

4. Shares new information learned through handling difficult or unusual situations with supervisor

5. Evaluates team procedures and recommends ways to improve productivity and customer service.

6. Maintains ongoing knowledge of changing products, procedures and industry trends.

7. Proactively identifies and escalates issues with potential impact to service delivery to reporting manager.

8. Works with billings and collections team to process complex and/or challenging billing issues.

9. Able to respond to complex, escalated carrier requests in a professional manner

10. Ability to draft and review free form manual letters to customers/carriers. Must have experience, preferably 2 years minimum.

11. Aptitude and ability to quickly learn new processes

12. Service orientation and work ethic

13. Must be committed to protecting client confidential information

14. Must be able to work independently with minimal direction

15. Interpersonal skills, internal and client facing

16. Organization and communication skills (written and verbal)

Note: Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).

The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face.

About Us

Infosys McCamish Systems,(http://www.infosysbpo.com/mccamish) located in Atlanta, Georgia, is the Life Insurance and Retirement Services subsidiary of Infosys BPO Limited.(www.infosysbpo.com) Infosys McCamish was started in 1985 as a virtual insurance company and went to market as a commercial services provider in 1995.It has an outstanding business perspective and an exemplary track record that no other outsourcer of business solutions can claim – generating US$16 billion of recurring premium in less than five years as a virtual insurance company. Infosys McCamish has expert technology and outsourcing credentials, along with a proven business model for re-engineering systems and performing back-office services at a reduced cost, while reinforcing accuracy, speed and security. Seven of the top ten US insurers are among Infosys McCamish’s many BPO clients. Infosys McCamish has its operations spread across Atlanta GA and Des Moines IA in USA.

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