Call Center Representative

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 Title: Call Center Representative

Brief Job Description:
The Call Center Representative is responsible for taking inbound calls and performing outbound calls to policy/contract owners or approved representation of the owners. Call Center is the main interaction many interactions many have with the home office. This first impression needs to include excellent communication and superior service which focuses on building relationships. Necessary skills include phone and email interaction as well as attention to detail. Ability to effectively multitask is essential in this position.

Responsibilities:

• Provide customer service to producers and contract owners by effectively responding to incoming phone calls related to variable and fixed annuity products.
• 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.
• Provide suggestions for improvement of current processes to management

Basic Qualifications:

• Life or annuity call center experience preferred.
• Two-year college degree or equivalent experience in a financial institution operations department, customer service, or annuity product experience.
• Knowledgeable in life or annuity products.
• Must have sharp attention to detail and ability to perform with high degree of accuracy.
• Strong analytical skills to review documents and reach sound decisions
• Proven oral and written communication skill set.
• Ability to:
• Meet multiple performance targets at or above benchmark levels; including, but not limited to: accuracy, call quality, timeliness, and productivity.
• Work harmoniously with peers within a small team environment to accomplish both personal and team performance goals.
• Work with customers in a professional and empathic manner
• Work overtime, as needed, to meet daily deadlines
• Work simultaneously with multiple computer systems
• Compute moderately difficult mathematical calculations
• Available for 8-hour shift between 8am to 8pm working hours; Work from home

EEO/Minorities/Females/Vets/Disabilities

Please be aware that EXL requires all employees to be vaccinated for COVID-19. This position will require the successful candidate to obtain and show proof of a vaccination. EXL is an equal opportunity employer, and will provide reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state, and local law.

Please also note that the data shared through the job application will be stored and processed by EXL in accordance with the EXL Privacy Policy.

"Base Salary Range Disclaimer: The base salary range represents the low and high end of the EXL base salary range for this position. Actual salaries will vary depending on factors including but not limited to: location and experience. The base salary range listed is just one component of EXL's total compensation package for employees. Other rewards include bonuses and/or commission, as well as a Paid Time Off policy, and many region specific benefits