Senior Associate
CurrentResponsibilities:• Encompass Business Line & Property & Casualty Business Line:I. Paper check refunds & Electronic Refunds : Processing customer refunds for overpayments on bills.II. Journal Entries: Moving misapplied funds to the correct policy.III. Charge offs: Writing off various fees that have been erroneously charged to insured parties.IV. Void – Reissue & Void – Apply for refund checks: Voiding checks issued with incorrect names & addresses and reissuing them correctly.V. Payment investigation: Investigating all missing payments, missing details, and incorrect refunds.VI. Bank Reconciliation: Investigating variances in the General Ledger, as well as balancing and clearance.• Reporting: Prepare a variety of reports with Excel & Power BI to track performance metrics, including:I. Performance Report: Monitor key performance indicators (KPIs) on a daily basis to assess operational efficiency and effectiveness.II. EOD Report: Compile end-of-day summaries to provide insights into daily activities and achievements.III. Work Condition Report (Cross Training Matrix Report): Develop reports outlining cross-training initiatives and progress to optimize team capabilities.IV. Daily Ageing Reports: Generate reports to monitor the aging of outstanding tasks, projects & other relevant items.V. Volume Trend Analysis Report: Conduct analysis to identify trends in transaction volumes over time and provide actionable insights.• Provide regular updates on process improvements and changes received from onshore partners to enhance operational efficiency.• Address queries and provide support to team members and new joiners regarding processes, policies, and procedures.• Handle escalation requests on a priority basis, ensuring timely resolution and customer satisfaction.
