Senior Process Associate-Northwestern Mutual

Infosys

3d • Onsite

About The Position

The Senior Process Associate performs insurance-related client transactions according to prescribed guidelines, standard operating procedures, and timelines. Work may include verifying documents, processing bills, analyzing data, responding to queries or complaints by mail, and coordinating with vendors on order management. The role handles client transactions, verifies basic information, resolves queries or issues, and documents the outcome of each transaction on the client’s account.

The associate also reworks individual cases to support strong customer satisfaction and shares lessons from difficult or unusual situations with the team lead and supervisor. The role requires a good understanding of life insurance products and the insurance business. It involves sitting and working at a computer for extended periods and communicating by telephone, email, or face-to-face.

Requirements

• High school diploma or GED equivalent.
• At least 1 year of relevant work experience.
• Must possess U.S. work authorization that does not require employer sponsorship for a visa.
• Commitment to protecting confidential client information.

Nice To Haves

• Experience working in a fast-paced team environment while meeting high productivity and quality levels and tight service-delivery deadlines.
• Intermediate experience with Microsoft Outlook, Excel, and Word.
• Ability to quickly learn new processes and use internal applications required for the role.
• Excellent service orientation and work ethic.
• Life insurance process experience.
• Knowledge of life insurance terminology and data structures.
• Knowledge of basic insurance principles and the insurance lifecycle.
• Good interpersonal skills.
• Strong organizational and written and verbal communication skills.

Responsibilities

• Execute transactions according to prescribed guidelines and timelines, including document verification, bill processing, data analysis, responding to complaints or queries by mail, and vendor interaction for order management, depending on the process.
• Attend to client transactions, verify basic information, resolve customer queries or issues according to defined SOPs and parameters, and document the outcome of the transaction on the client’s account.
• Resolve individual cases requiring rework to support high customer satisfaction and NPS scores.
• Share information learned from handling difficult or unusual situations with the team lead and supervisor.
• Apply an understanding of life insurance products and the insurance business.

What This Job Offers

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