BFSI - Contact Center : Mumbai : Pune : Gurgaon : Max 40 LPA : Apply

Job Description

Hi,

We are hiring for one of India's leading IT & consulting organizations for the position of BFSI - Contact Centre Operations.

Summary:

BFSI Contact Center is a specialized communication hub that manages customer service, transactions, and regulatory communications for banking, financial services, and insurance institutions

• To Apply for above BFSI - Contact Centre, WhatsApp 'Hi' @ 9519459922

• When Asked For The job Code, Type: Job Code # 222

Key Skills:

• 10+ years of experience in BFSI - Contact Centre Operations in Insurance Domain (Policy Life Cycle, Renewals, FNOL, Claims Status Support, etc.)
• Any Graduate

Key Responsibilities:

1. Contact Centre Technology Leadership (Hands-on + Strategic)

> Has adequate knowledge across the CC technology stack and modernization roadmap:

• CCaaS/ACD/IVR, skills-based routing, callback, speech/text analytics, QM
• CRM/Case Management integrations (Salesforce/Dynamics/ServiceNow as applicable)
• WFM (forecasting, scheduling, shrinkage, real-time adherence)
• Digital Channels: Chat, messaging, social, email routing, co-browse (where applicable)
• Automation: RPA, workflow orchestration, agent assist, GenAI-based summarization (where approved)

2. Insurance Domain Knowledge

> Strong understanding of:

• Policy Lifecycle: New Business Renewals Endorsements Cancellations
• Claims Intake: FNOL, claim status support, documentation requests, escalation pathways
• Coverage Basics: GL, Property, Auto, Workers' Compensation (US), package policies, etc.
• Market Differences: Servicing expectations for US/UK/AUS

3. Brokerage Knowledge

> Brokerage operations understanding:

• Submissions, quoting coordination, carrier interactions, bind support coordination
• COIs and policy documentation workflows
• Broker service SLAs, turnaround times, and client relationship expectations

4. Broker Platform Tools Knowledge

> Working knowledge (hands-on preferred) of broker platforms such as:

• Applied Epic, Applied TAM, Vertafore AMS360, Vertafore Sagitta
• Understanding/integration awareness of policy admin/claims platforms (good-to-have)
• Guidewire (Policy Center/ Claim Center / Billing Center), Duck Creek, Applied CSR24 (if relevant)

More Info

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