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.
- Solid eye for detail and willingness to learn.

Technical Skills

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

Process-Specific Skills

- Basic understanding of Employee Benefits, US Life and Annuity Insurance preferred.
- Ability to process non-financial post-issue policy maintenance transactions as trained.
- Ability to navigate multiple systems and applications.

Soft Skills

- Ability to follow SOPs and work independently with limited supervision.
- High attention to detail while processing transactions.
- Ability to work in multiple shifts basis process requirement, including graveyard shifts.

Education Requirements and Work Experience

Bachelor’s degree and computer literacy. Relevant business exposure in Life / Annuity / Employee Benefits will be preferred.

📌 Associate (Noida)
🏢 EXL
📍 Noida