Basic Function: Responsible for processing standard and moderately complex Life / Annuity transactions, supporting peers with process clarifications, and helping maintain consistent quality and productivity outcomes.
• Perform all A1 accountabilities for standard and complex transactions with higher independence.
• Support associates with real-time process clarifications and help reinforce SOP usage.
• Identify recurring processing errors, knowledge gaps or documentation issues and share inputs with SME / AM.
• Assist in maintaining process consistency by applying best practices across similar transaction types.
• Contribute to training refreshers, huddles, sample reviews and knowledge-sharing activities as required.
• Support new hires or cross-trained associates during nesting / ramp-up where assigned.
• Escalate unresolved operational, system or customer-impacting issues with sufficient details.
• Demonstrate readiness for SME responsibilities through strong quality, accuracy and process judgment.
Core Parameters
Role-Specific Indicators
• Productivity
• Quality
• Turnaround Time of work assigned
• Attendance & Schedule Adherence
• Peer support effectiveness
• Complex case handling / first-time-right processing
• Associates for peer support, clarifications and knowledge sharing.
• SME / AM / LAM for escalations, reporting, performance feedback and unresolved issues.
• QCA / Training team for error trends, quality feedback and refresher inputs.
Skill Area
Requirements
Desirable Skills
• Good English comprehension with sound reasoning and process judgment.
• Problem solving and ability to identify exceptions / gaps.
• Detail orientation with consistency in quality outcomes.
Technical Skills
• Good computer navigation and multi-system handling ability.
• Comfort with Microsoft Office, Outlook and Excel for basic tracking / updates.
• Typing speed and accuracy aligned to process expectations.
Process-Specific Skills
• Working knowledge of Life / Annuity and post-issue policy maintenance transactions.
• Ability to process complex / exception scenarios with minimal supervision.
• Ability to support peers in SOP navigation and process clarifications.
Soft Skills
• Ability to mentor peers informally and reinforce process discipline.
• Ability to question established guidelines constructively for improvements.
• Ability to handle multiple priorities and shifts basis process needs.
Bachelor’s degree and computer literacy. Relevant Life / Annuity / EB experience and demonstrated quality/productivity performance preferred.
Core Parameters
Role-Specific Indicators
• Productivity
• Quality
• Turnaround Time of work assigned
• Attendance & Schedule Adherence
• Peer support effectiveness
• Complex case handling / first-time-right processing
Bachelor’s degree and computer literacy. Relevant Life / Annuity / EB experience and demonstrated quality/productivity performance 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.
