Basic Function: Responsible for processing Life / Annuity transactions accurately in the system as per customer or service provider requests, while meeting productivity, quality and turnaround-time expectations.
• Review documents to identify request type and process as per SOPs / guidelines.
• Process New Business, Policyholder Services (financial and non-financial), Claims or post-issue policy maintenance requests as allocated.
• Process transactions received through fax, web submission, mail, contact center requests or other intake channels.
• Verify sender/request details, update relevant admin systems and trigger confirmation communication using predefined templates.
• Redirect documents to the appropriate operational area wherever required.
• Meet individual productivity, quality, TAT, attendance and schedule adherence expectations.
• Build working knowledge of client business, systems, workflows and product rules.
• Escalate exceptions, unclear requests and system/process issues promptly to SME / supervisor.
Core Parameters
Role-Specific Indicators
• Productivity
• Quality
• Turnaround Time of work assigned
• Attendance & Schedule Adherence
• Adherence to assigned work standards and process instruction
• Senior Associate / SME / AM for clarifications, performance reporting, escalation support and real-time query resolution.
• QCA / Quality team for audit feedback and quality improvement inputs.
• Mentors / Trainers for process guidance and knowledge reinforcement.
Skill Area
Requirements
Desirable Skills
• Ability to read and comprehend English in a clear and precise manner.
• Reasoning ability and basic problem-solving skills.
• Strong eye for detail and willingness to learn.
Technical Skills
• Good computer navigation skills.
• Typing speed of 25 WPM with 95% accuracy preferred.
• Basic knowledge of Microsoft Office, Outlook and Excel.
Process-Specific Skills
• Basic understanding of Employee Benefits, US Life and Annuity Insurance preferred.
• Ability to process non-financial post-issue policy maintenance transactions as trained.
• Ability to navigate multiple systems and applications.
Soft Skills
• Ability to follow SOPs and work independently with limited supervision.
• High attention to detail while processing transactions.
• Ability to work in multiple shifts basis process requirement, including graveyard shifts.
Bachelor’s degree and computer literacy. Relevant business exposure in Life / Annuity / Employee Benefits will be preferred.
Core Parameters
Role-Specific Indicators
• Productivity
• Quality
• Turnaround Time of work assigned
• Attendance & Schedule Adherence
• Adherence to assigned work standards and process instruction
Bachelor’s degree and computer literacy. Relevant business exposure in Life / Annuity / Employee Benefits will be preferred.
Choosing a digital partner is about more than capabilities — it’s about collaboration and character.
Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments.
At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations.
Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale.
Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact.
We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition.
At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward.
For more information, visit www.exlservice.com.
