Basic Function: Responsible for processing Life / Annuity transactions
accurately in the system as per customer or service provider requests, while
meeting productivity, quality and turnaround-time expectations.

ESSENTIAL FUNCTIONS

• Review documents to identify request type and process as per SOPs /
guidelines.

• Process New Business, Policyholder Services (financial and non-financial),
Claims or post-issue policy maintenance requests as allocated.

• Process transactions received through fax, web submission, mail, contact
center requests or other intake channels.

• Verify sender/request details, update relevant admin systems and trigger
confirmation communication using predefined templates.

• Redirect documents to the appropriate operational area wherever required.

• Meet individual productivity, quality, TAT, attendance and schedule adherence
expectations.

• Build working knowledge of client business, systems, workflows and product
rules.

• Escalate exceptions, unclear requests and system/process issues promptly to
SME / supervisor.

PERFORMANCE PARAMETERS

Core Parameters





Role-Specific Indicators

• Productivity
• Quality
• Turnaround Time of work assigned
• Attendance & Schedule Adherence

• Adherence to assigned work standards and process instruction

PRIMARY INTERNAL INTERACTIONS

• Senior Associate / SME / AM for clarifications, performance reporting,
escalation support and real-time query resolution.

• QCA / Quality team for audit feedback and quality improvement inputs.

• Mentors / Trainers for process guidance and knowledge reinforcement.

SKILL REQUIREMENTS

Skill Area

Requirements

Desirable Skills

• Ability to read and comprehend English in a clear and precise manner.
• Reasoning ability and basic problem-solving skills.
• Strong eye for detail and willingness to learn.

Technical Skills

• Valuable computer navigation skills.
• Typing speed of 25 WPM with 95% accuracy preferred.
• Basic knowledge of Microsoft Office, Outlook and Excel.

Proce

📌 Associate (Noida)
🏢 EXL
📍 Noida