Overview

In this role, ensure targets and SLAs are met, maintain transaction quality, control claim costs, manage claim lifecycle, adhere to policies, handle calls and correspondence, prioritize customer satisfaction, and fulfill supervisor directives.

Responsibilities

• Managing a team of 10 to 20 FTEs
• Responsible for day-to-day operations of a team of credit service agents
• Ensure that the assigned targets in accordance with SLA are met
• Ensure that the quality of the transactions is in compliance with predefined parameters
• Ensure claim costs is controlled and leakage kept at a minimum
• Ensure accuracy of reserves and payments and manage lifecycle of claims
• Ensure adherence to Company Policies and Procedures
• Managing calls – both inbound and outbound as well as all other correspondence on claims
• Focus on Customer Satisfaction, rapport building, effective communication and timely res...