group insurance Customer Service senior analystGratitude India & Philippines on behalf of Multinational Company

Group Insurance Customer Service Senior Analyst Required Experience and Skills: > Minimum of 6 months of supervisory, team lead or subject matter expert experience in contact center services > Holds a University degree
Strong leadership, coaching and mentoring skills Working knowledge in Telephony Systems & Technology Excellent written and verbal communication skills in English. Must pass Berlitz B2 or Versant score of 58 and above or equivalent B2 proficiency level from other language proficiency assessment (LPA) process following the Common European Framework for Reference (CEFR) for English Language upon hire Excellent computer navigation and data organizational skills with ability to learn new systems, tools, applications Strong customer service focus: Ability to empathize and prioritize customer needs Strong probing skills Has strong active listening skills, patience & is action-oriented Good understanding of phone etiquette and call handling techniques Strong documentation skills/written communication skills Critical thinking skills or ability to gather and analyze facts/data to make a decision from judgment Ability to multi-task: effectively rotate concentration smoothly and entirely from one activity to another Strong attention to detail and time management skills
Preferred Experience and Skills > Working knowledge of Life and Disability insurance management process and ability to interpret and apply member contracts and benefits >Knowledge of ICD-9 and ICD-10 and CPT codes > Experience in medical or insurance field
Requires minimal instruction on daily work tasks and a moderate level of instruction on new assignments
OVERALL PURPOSE OF THE JOB:
Effectively leads a team of customer service representatives to meet set goals and ensure compliance with Accenture policies and Client Contact Center Management processes. Responsible for serving as a team lead providing support to non-clinical and client teams. Assists with the promotion of quality claimant outcomes, optimizing claimant benefits, and promoting the effective use of resources. Supports the procedures that ensure adherence to policies and claimant benefits in providing service that is appropriate, high quality, and cost effective. Includes oversight of the following functions in all or part:
Contact Center Services for Group Life and Group Disability Insurance: Handles customer service inquiries via the telephone and/or email and performs variety of complex clerical or administrative support functions which requires the knowledge and understanding of Group Insurance policies for Life and Disability Insurance.