Same as Life officer plus:- Policy management (creations, amendment, communication with members and brokers)- System tester- Broker point of contact for our largest group

- Post management via a tool named eGain- Take action on post received (escalate or action them directly by providing information to our clients and medical partners)- Reporting- Quality audit- Payment of invoices using a system named Citizen

• Adjudicate and process Claims within the agreed company SLA - clear to zero, in accordance with policy benefits to facilitate the company achieving its loss ratio target • Use AWC’s client database, Gulliver, accurately and effectively to ensure reports generated give a true reflection of the department’s workload, which consequently facilitates effective target planning • Operate within and meet the conditions of company service standards, clear to zero, to guarantee customer satisfaction and retention • Contribute to the team and departmental productivity targets so that the agreed SLA is achieved and a high level of customer service is provided • In line with the company’s policy on cost containment identify duplicate payments, possible non-disclosure and fraudulent claims • Respond to customer enquiries accurately and professionally and if necessary, liaise with other departments for support to ensure an efficient and professional response is given thereby achieving customer satisfaction • Participate in departmental medical training to expand knowledge of medical terminology and procedures and to develop comprehensive claims processing skills • Other Ad hoc duties as required

• Getting knowledgeable on a new product, for a new launch.• Reviewing, translating from English to French and delivering 12 day training to a class of 17 new agents.• Making sure the new agents are being knowledgeable about the new product.• Ensure all tasks are been carried out and that all teams are productive and working as efficient as possible• Coach the agents 4 times a month on their interaction with our customer, on both chat and call.• CSAT analysis, feedback the results to the team and prepare action plan in order to improve the way we interact with our customers.• Present those action plans to the senior management and client.• Deliver team huddles on a daily basis.• Interview + role play new applicants.• Case management, making sure the team is on top of our open cases, by reviewing the cases on a daily basis and providing guidance and advice to the team.

Went through a team leader program.I succeeded my final exam in February and have been acting as a full team leader back up since.Duties include:• Supervise 20 agents on a day to day basis.• Shift scheduling for the different teams.• Call monitoring by keeping an eye on the SLAs.• Reporting on Service Level Agreement, and presenting the results to the higher management and customer.• Organize and deliver team meetings.• Interview new applicants for the role of technical support agent.• Participate to disciplinary meetings with the Human resources department.• Deliver one to one session to agents.• Drive a quality project in order to improve the level of quality delivered by the agents on the phone.

Be the key point of contact for first level escalations and communication efficiently to SD & client. Monitor top level Case Management queues and bring issues to management attention. Produce and analyse relevant monitoring reports.Complete ad hoc tasks related to the monitoring of task lists / queuesLiaise with client organisation and resolving agencies during resolution of escalated casesInput into client con calls/ meetings where appropriates.Provide root cause analysis feedback to both client and SD.Monitor and report on outages.Monitor daily case SLA and escalate SD management any issues preventing the desk from meeting its monthly SLA’s.Provide agent feedback on specific case management processes to allow agents to meet there individual targets.Maintain case validation processes approved and validated by both the client and SD management team during change board reviewParticipation in Client workshops for Process ImprovementRemain well versed in Helpdesk policies, procedures, standards and documentation.Training/role out new call handling processes. Manage live outages end to end.Manage customer complaints and provide analysis in order to avoid re-occurence.HPSC (ticket system) specialist: provide support to the service desk.

Answering contacts promptly and professionallyResolving customer problems using the relevant tools and systemsManaging the customer enquiry from beginning to end and providing the customer with regularfeedback on the status of the enquiry.Escalating and managing calls in order to fulfill service level agreements.Work to achieve individual and team goals.Protect confidential and sensitive information and materials.Observe strict compliance to licensing, copyright and trademark legislation.

Assist in the method transfer of existing methods, aid in the development of new methods and conduct validation activity as required.Participate in instrument calibration and maintenance.Perform analytical testing in accordance with associated regulatory requirements.Compile / review data and reports for release testing purposes. Perform troubleshooting and fully investigate out of specification results.Participate in audits (internal and external) and inspections and implement CAPA outcomes as appropriate.Comply with GLP/ GMP and safety requirements.