Managing personal work quality & delivery to meet or exceed the assigned targets for performance within their Skill Group, including
Customer Service scores/ratings
Quality Metrics
Productivity
Skills Group 1 Processor
A Processor in Skills Group 1 should be proficient in the following activities and effectively and accurately undertake this work as requested by the Market Lead or MSM
Auto ID issuance
Basic midterm renewals
Cert Holder Clean-Up - for small to mid-sized accounts
Basic certificate renewal - for small to mid-sized accounts
Proficiency in these activities is supported by training in the following:
Completion of Basic Training including Willis Towers Watson 101 – An Introduction to P&C Courses (National Alliance) and passing the required test as outlined in training plan and performance expectations
System training including EPIC & Certificates on Demand (COD)
Cert Holder Clean Up training
Renewal training - AID & Certificates account complexity 1 and 1.5
Skills Group 2 Processor
A Processor in skills group 2 is fully competent in performing the below tasks, no supervision or support required as requested by the Market Lead or MSM for account ranging in account complexity 1-3:
Auto ID issuance
Midterms - regardless of size or complexity
Cert Holder Clean-Up - regardless of size or complexity
Certificate renewal - regardless of size or complexity
AID Renewal - regardless of size or complexity
New account/client set up - regardless of size or complexity
Research Issues, handle escalations and resolve complex account inquires
Provide support to answer questions and transfer knowledge to less experienced processors
Proficiency in these activities is supported by training in the following:
CISR courses on a journey to certification.
Regardless of Skill Group, a Processor will need to demonstrate the following abilities:
Working knowledge of COD with the ability to:
Set up accounts
Renew accounts
Issue Auto ID and certificates
Actively pursues identifies and seeks support for opportunities to improve the current processes, services and ways of working
Self-motivated and self-directed personality that doesn't require close supervision providing guidance on daily work
Ability to work effectively under stress and deadlines
Strong interpersonal & team collaboration skills
Effective communication skills in working with peers, leaders, clients, and others across the organization
Qualifications
The Requirements
4-Year College degree in Business, Management, Finance or equivalent.
Minimum of 2 years work experience in Life or Non-Life Insurance.
Ability to multi-task and work under pressure.
Demonstrated proficiency in MS Office
Excellent communication skills
Strong analytical skills (details and accuracy oriented)
With reliable and stable wifi connection at home
With BPO backend | data entry experience preferred.
