MANDATORY ASK:

6+ YEARS OVERALL WORK EXPERIENCE IN US HEALTH INSURANCE DOMAIN OR ANY INTERNATIONAL INSURANCE / OPEN TO US SHIFT

POSITION SUMMARY:

- Managing Customer support operations.

- Ensure all client specific records are compliant with regulatory standards.

- Should work on high quality and timely completion of all client-level due diligence requirements at the onset and renewal of client relationships.

- Must deliver great customer service standards to define, analyze, to resolve queries and escalations.

- They combine technical expertise, leadership skills, and a customer-centric approach to drive excellence in service support within an organization.

PRIMARY RESPONSIBILITIES:

- Act as the primary point of contact for the branch (US onshore), providing comprehensive support.

- Understanding and implementation of US Health Insurance regulatory standards, guidelines, policies and procedures.

- Responsible for end-to-end support of the policy lifecycle services.

- Support a team of 4 - 5 Client Managers (~70 Accounts) at the branch.

- Be a US Health Insurance domain expert to conduct end to end renewal activities.

- Foster and maintain a positive relationship with branch (onshore) staff to enhance the overall customer experience.

- Co-coordinating with internal operations team to get the renewal activities completed on time.

- Handle queries effectively, aiming to minimize re-work at service center.

- Ability to identify risks, issues and successfully navigate through to completion.

- Strong time management and organizational skills; ability to work independently and effectively managing multiple tasks at once.

ADDITIONAL RESPONSIBILITIES :

- Demonstrate initiative and think creatively, with excellent presentation, written, and communication skills.

- Understand the Client Manager requirements when completing the renewal activities documentation inclusive of Census, SBC, SPD, Carrier Proposals, Enrollment Materials, Contracts, Certificates, and Policy etc.

- Previous experience working for a US Health insurance, carriers such has Aetna, SunLife, Symetra, Voya, Optum, Blue Cross Blue Shield, Delta Dental, MetLife is an added benefit.

- Self-reliance and willingness to \"own\" complications and creatively find solutions.

SKILLS & COMPETENCIES :

- Excellent Written and Oral communication skills.

- Interpersonal skills.

- Advanced computer skills (Outlook, Word, Excel and Power Point) are essential.

- Proactive.

- Ownership and Accountability.

- Insurance domain knowledge.

- Logical thinking and decision making.