Wipro is looking for a Team Member (B1 – Voice)
Qualification
High School Grad /Graduate
You bring knowledge & expertise
Required Experience & Skills:
0 – 18 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.
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
Languages:
English (R/W/S) with C1 Language Proficiency Level
Work Condition
Flexibility to work in 24*5 shift environment (9 AM to 6PM WO – Saturday, Sunday)
Flexibility to occasionally extend work hours to meet business needs.
Flexibility to move across client teams.

L&P Policy Acquisition & Servicing