Hi,

We are hiring for one of India's leading IT & consulting organizations for the position of BFSI - Contact Centre Operations.

Summary:

BFSI Contact Center is a specialized communication hub that manages customer service, transactions, and regulatory communications for banking, financial services, and insurance institutions

- To Apply for above BFSI - Contact Centre, WhatsApp 'Hi' @ (phone hidden)
- When Asked For The job Code, Type: Job Code # 222

Key Skills:

- 10+ years of experience in BFSI - Contact Centre Operations in Insurance Domain (Policy Life Cycle, Renewals, FNOL, Claims Status Support, etc.)
- Any Graduate

Key Responsibilities: 1. Contact Centre Technology Leadership (Hands-on + Strategic)

> Has adequate knowledge across the CC technology stack and modernization roadmap:

- CCaaS/ACD/IVR, skills-based routing, callback, speech/text analytics, QM
- CRM/Case Management integrations (Salesforce/Dynamics/ServiceNow as applicable)
- WFM (forecasting, scheduling, shrinkage, real-time adherence)
- Digital Channels: Chat, messaging, social, email routing, co-browse (where applicable)
- Automation: RPA, workflow orchestration, agent assist,



GenAI-based summarization (where approved)

2. Insurance Domain Knowledge > Solid understanding of:

- Policy Lifecycle: New Business Renewals Endorsements Cancellations
- Claims Intake: FNOL, claim status support, documentation requests, escalation pathways
- Coverage Basics: GL, Property, Auto, Workers' Compensation (US), package policies, etc.
- Market Differences: Servicing expectations for US/UK/AUS

3. Brokerage Knowledge > Brokerage operations understanding:

- Submissions, quoting coordination, carrier interactions, bind support coordination
- COIs and policy documentation workflows
- Broker service SLAs, turnaround times, and client relationship expectations

4. Broker Platform Tools Knowledge > Working knowledge (hands-on preferred) of broker platforms such as:

- Applied Epic, Applied TAM, Vertafore AMS360, Vertafore Sagitta
- Understanding/integration awareness of policy admin/claims platforms (good-to-have)
- Guidewire (Policy Center/ Claim Center / Billing Center), Duck Creek, Applied CSR24 (if relevant)

📌 BFSI - Contact Center : Mumbai : Pune : Gurgaon : Max 40 LPA : Apply (Gurugram)
🏢 Outpace Consulting Services
📍 Gurugram