About the company Voya India, formerly known as VFI SLK, is a technology-driven, business process transformation company, driving the evolution of the financial services customer experience through the art of technology, innovation, and human creativity.As a subsidiary of Voya Financial, Inc., we are dedicated to delivering cutting-edge solutions to Voya’s Health (employee benefits), Wealth (retirement), and Investment Management businesses. Our focus lies in crafting inventive customer-centric solutions by digitizing, automating, and optimizing technology and business processes.We are committed to fostering an environment that celebrates learning, growth, and inclusivity while developing and deploying innovative and impactful solutions for Voya Financial, Inc.Client Management Representative We are looking for someone with strong interpersonal skills, who can communicate via email to external and internal customers. They will also communicate with internal partners regularly on Zoom and Skype calls. They need to be very articulate in both written and spoken English. Relationship management is very important for the role.Strong understanding of inner workings of our Operations departmentsCritical Thinking skills Strong Excel Skills – ability to create pivot tables, use vlookup, various calculate formulas, interpret data, etc. VBA would be nice to have, but not required.5 + year business experience Open to work in India Night shitTeam Contribution and Role ResponsibilitiesProvides support to Client Representatives to meet Client specific business plans and to support: Growth, Maintenance, At-Risk and Broker Contact only clients.Addresses day-to-day service issues as determined on a group-by-group basis, as well as those delegated by Client Manager. May include message delivery of issue resolution to the customer/broker/TPA/GA. Supports Client Management with designated skills matrix activities/work items, delegated by Client Manager.Exhibits core competencies in day to day interactionsExecutes on personal responsibilities in a timely mannerConsistently receives positive feedback from external and internal partnersMeets identified quality metrics consistent with the ICR role i.e. Appropriate Responsiveness to Inbox Requests, communicates clear expectations for completion of request, Return Phone calls within 24 hours, prioritize work according to business needsProvides back up service when ICR team member is out of the officeBe Prepared to be assigned a small block of business, as the primary service contactAdheres to, Creates, Updates and Communicates Standard Work:Tracks Work timely and accurately within SharePoint siteIdentifies opportunities to improve or transform current standard work processes; partnering with the Home Office team to insure alignment and implement new processes.Captures standard work in one place and creates process to ensuring updates are made as neededCommunicates consistently and as expected with the Client Rep/Sales Rep/RSDs and partners with changes to standard work. Communicates to the Client Management Team during bi-weekly conference calls.Actively participates in business meetings and huddles to review business needsProvides relevant information and any necessary teaching that enables the success of our Home Office PartnersDevelops partner relationships to ensure alignment to meet the needs of our customers.Creates and maintains a list of partners and determines meeting cadence to drive outcomes. Engages in proactive recognition of internal partners. Build Strong Relationships with your key operations partners. Examples include, but are not limited to: CommissionsClaimsBCS ContractsConfiguration AnalystsMarketingBillingImplementation ManagersAttends internal meetings and huddles and communicates outcomes with distribution partners as part of cross-functional or cross-regional engagement. Receives positive feedback from Client Managers and Home Office Business PartnersRole models partnerships; respectfully and professionally Strengthens our team Exhibits Voya's core competencies in day-to-day interactionsClient Support (internal)Accountable for timely and quality fulfillment of administrative tasks for our National and Regional Client Management, and Stop Loss Relationship Manager TeamsFulfill client level documents and reports, including enrollment tools and education materialsAssist with broker/enroller licensing & appointmentAssist with prefilling change forms and policy amendmentsFulfill marketing materials by requestCoordinates enrollment events including set up of virtual webinars, creation & maintenance of EBRCs, coordinating live support Provides voluntary enrollment support to enrollment firm partners, in support of the Regional DirectorsManages ongoing reporting requestsSupports field team with service resolution Attributes4-5 years of Business Experience, Employee Benefits preferred. Excel and Microsoft Word, PDF system knowledgeCross functional effectiveness incorporating but not limited to process, business tasks, delivery of client experience. Able to work alongside operation partners in Billing, Claims, Commissions, Contract Analysts, and Case Configuration teams. Responsive with clear intent is key Strong writing skillsManaging business needs and communicating information both inward and outward Representing Voya and supporting optimal output with each task Focus on development of skills that drive, design, and execute service and growth strategies for EB customersAnticipate needs and expand on education and service opportunities as they arise Robust organizational, planning and time management skills.Strong interpersonal and partnership skillsDemonstrated success in critical thinking; able to analyze datPerson SpecificationExperience5-8 years in Us Insurance, Life Insurance.Shift Us evening Shifts.
Job Title
Client Management Specialist- US Insurance Operations