Wipro is looking for a Team Member (B1 - Voice)
You bring knowledge & expertise
Required Experience & Skills:
- 12 - 36 months' work experience
- Medium level process complexity processing or analytical skills in more complex environments
- Low level of discretion and decision making within a decision framework.
- Mostly rules-based processing but with some judgement applied
- Able to follow standard processes but understand variations from process i.e. BS Recs
- Ability to meet tight deadlines.
- Good interpersonal and customer service skills
- Excellent understanding of Insurance Industry for experienced colleagues
- Proficient in MS-Office (preferably Excel)
- Project management
- Quality management
- Results driven.
- Foster teamwork
- Giving feedback
- Provides an administrative support service within specified guidelines and Aviva brand values.
- Responds to customers enquiries where basic analysis and the provision of information is needed in order to resolve the issue, escalating where necessary.
- Gains the trust of the customer through the provision of accurate and timely information and support services.
- Records all information accurately on appropriate systems.
- Responsible for spotting opportunities for service and process improvement and feeding suggestions to manager.
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Good to have experience:
- Solves straightforward problems.
- Analyses possible solutions within agreed guidelines.
- Delivers quality service to customers within a process or product area.
- Works under the supervision of a more experienced team member and will refer decisions for support and guidance.
Roles and Responsibilities:
- Maintains quality service by enforcing quality standards, analyzing, and resolving client's problems, and recommending system improvements.
- Defines objectives, identifies, and evaluates trends and options, chooses a course of action, and evaluates outcomes.
- Develops, coordinates, and enforces systems, policies, procedures, and productivity standards.
- Accomplishes staff results by communicating job expectations, planning, monitoring, and appraising job results.
- Adhere compliance and generate control reports.
- Generate statutory reporting per country requirement.
- Audit Management - Active participation in internal/external audits
- Escalation management
- Generating scheduled/ ad-hoc reports
Trainable Skills:
- Neutral Voice and Accent and call management
- UK Saving and Retirement Industry Skills
- Process Knowledge