Process Specialist

Infosys • Atlanta, GA

2d • Hybrid

About The Position

Infosys McCamish is seeking a Process Specialist to join their BPM team. In this role, you will be responsible for monitoring incoming work requests to ensure accuracy and completeness, collaborating with clients to clarify any ambiguities. You will play a key part in facilitating and integrating new processes and procedures, working closely with your supervisor to define efficient workflows. As a Subject Matter Expert, you will gain in-depth knowledge of client products, policy administration, recordkeeping systems, and other relevant systems. Your responsibilities will also include training new team members, tracking and reporting productivity metrics, and assisting with monthly reporting and documentation of client-specific processes. This is a hybrid position located in Atlanta, GA.

Requirements

• Excellent prioritization skills to ensure critical items are worked well with production
• Excellent team player
• Great at collaborating across all teams
• Excellent understanding of system tools, especially Microsoft suite and ability to learn/trouble shoot basic system issues is a must
• Proactiveness
• Spanish speaking and reading are a required skillset
• Basic: High School or foreign equivalent required from an accredited institution
• At least 2 years of relevant work experience in BPO sector, working on data

Nice To Haves

• Strong understanding of Advisor / Client relationships
• Two (2) years in a client facing role or as a lead
• Insurance and / or financial industry knowledge
• Experience in the Financial Services sector working with data or trade processing
• Analytical skills
• Good understanding of McCamish Systems’ functionality and service offerings
• Project management skills

Responsibilities

• Monitors incoming work requests for instruction accuracy and completeness
• Responsible for working with the client to supplement or clarify incomplete or ambiguous requests
• Monitors workflow and deliverable dates to ensure compliance with client service standards
• Performs quality control review of processed work and client deliverables
• Track audit results to improve individual performance and to develop system enhancements
• Is or becomes a Subject Matter Expert to the processes and procedures, client products, policy administration and recordkeeping systems, all systems required for the role and any other ancillary systems
• Train new team members in operational functions including client specific procedures, service level agreements, the use of internal systems and client specific tools
• Facilitates new processes and procedures, working with immediate supervisor/manager in defining workflow that will ensure efficient and accurate processing of the business associated with the assigned team
• Assists in integrating these new processes into existing operations
• Track and report productivity service measurements to immediate supervisor/manager regularly to improve team and individual effectiveness
• Assists in documenting client specific processes and procedures
• Assists in monthly Metrics Reporting for volume and accuracy of work performed in the group
• Any additional tasks as needed or requested
• Willing to get cross skilled and manage items for multiple businesses as and when needed
• Support in the resolution of escalations/complaints and interface with customers/ producers to clarify issues in order to ensure issues are fixed in a timely manner and with adherence to SLA
• Ensure working production on a day-to-day basis

Benefits

• The job entails sitting as well as working at a computer for extended period of time. Should be able to communicate by telephone, email or face to face.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED