Company Overview and Culture 

EXL (NASDAQ: EXLS) is a global analytics and digital solutions company that partners with clients to improve business outcomes and unlock growth. Bringing together deep domain expertise with robust data, powerful analytics, cloud, and AI, we create agile, scalable solutions and execute complex operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media, and retail, among others. Focused on creating value from data for driving faster decision-making and transforming operating models, EXL was founded on the core values of innovation, collaboration, excellence, integrity and respect. Headquartered in New York, our team is over 40,000 strong, with more than 50 offices spanning six continents. For information, visit www.exlservice.com.

For the past 20 years, EXL has worked as a strategic partner and won awards in its approach to helping its clients solve business challenges such as digital transformation, improving customer experience, streamlining business operations, taking products to market faster, improving corporate finance, building models to become compliant more quickly with new regulations, turning volumes of data into business opportunities, creating new channels for growth and better adapting to change. The business operates within four business units: Insurance, Health, Analytics, and Emerging businesses. 

Job Description:

Provide customer service to producers and contract owners by effectively responding to incoming phone calls related to Variable Universal Life and support other life product lines

Perform outbound phone calls, as needed, to complete the fulfillment of requests and follow up on inquiries.

Effectively and efficiently communicate with customers by adhering to established call center protocols and performance standards

Update information in administrative and workflow systems to process producer and/or policyholder requests and claim requests  within established time and quality standards

Remain current on changes and updates for products, processes, and operational procedures to ensure compliance with all required regulations and standards

Must maintain strict adherence to schedule, have excellent time management skills, and be energized by front-line customer service delivery in a fast-paced environment.

Cross-train on multiple functions to provide operational flexibility and support for peak demand periods throughout the year 

Provide suggestions for improvement of current processes to management 

Essential Functions

• Ensure that the calls are handled as per procedures
• Ensure that the assigned targets in accordance with SLA and any internal standards are met
• Ensure that the quality of the call handling is in compliance with predefined parameters as defined by Process Excellence standards
• Maintain and provide the relevant process reports in a timely manner
• Ensure adherence to established attendance schedules 

Technical Skills Needed:

• Knowledge of computers
• Knowledge of key parts of the computer and rebooting the system
• Preferably good typing speed and accurate system updating
• Phone call/master handling skills
• Keyboarding skills (at least 30 wpm)
• Demonstrated experience using Microsoft Office and the ability to work simultaneously with multiple computer systems
• Series 6 or 7 Registered 

Other Skills needed:

• Knowledge of Variable Universal Life Insurance Policies
• System knowledge
• Knowledge on quality procedures
• Attention to detail
• Adaptable and flexible
• Active listening skills
• Self-discipline
• Learning and decision making
• Listening, patience and action oriented
• Excellent verbal and written communication

Work Experience Requirements

Candidate preferred with contact center work experience in a similar environment in an Insurance process.  Must Hold a Series 6 or 7 registration