Deskripsi Pekerjaan
Be the trusted voice in insurance servicing.
Cognizant, a global leader in professional services and digital transformation, is seeking a dedicated and knowledgeable Insurance Subject Matter Expert (SME) - Associate (Voice) to join our dynamic team in Taguig City, Metro Manila. This is an exciting opportunity to leverage your deep expertise in the insurance industry while delivering exceptional service to our clients in a fast-paced, rewarding environment.
As an Insurance SME (Voice), you will be the primary point of contact for complex insurance inquiries, driving exceptional customer satisfaction and operational excellence. Your day-to-day will involve handling inbound voice calls, emails, and chats, resolving intricate issues related to policy administration, claims processing, billing discrepancies, and underwriting guidelines. Your ability to empathize with policyholders, think critically under pressure, and articulate solutions clearly will make you an invaluable asset to our growing operations team.
The Role:
In this role, you will not only solve problems but also act as a mentor and resource for junior team members. You will leverage your insurance acumen to identify process improvement opportunities, contribute to the knowledge base, and help shape the future of our insurance support vertical. We are looking for a strong communicator who is comfortable navigating difficult conversations with professionalism and grace. If you thrive in a metrics-driven environment and are passionate about elevating the customer experience, this is your perfect next step.
Why Cognizant?
- Global Exposure: Work with a top-tier client base and cutting-edge technologies within a Fortune 500 company.
- Career Growth: Structured career paths, continuous learning, and upskilling opportunities through Cognizant Academy.
- Culture: A diverse, inclusive, and supportive work environment located in a prime Bonifacio Global City (BGC), Taguig location.
- Compensation: Competitive salary package, night differential, and comprehensive benefits.
If you are passionate about the insurance industry and have a proven track record of delivering premium voice support, we want to hear from you. Take the next step in your BPO career and elevate your expertise with Cognizant today.
Tanggung Jawab
- Deliver expert-level voice support for complex insurance products and services.
- Resolve intricate customer inquiries regarding policy administration, claims, billing, and underwriting.
- Serve as a Subject Matter Expert (SME), coaching and mentoring junior team members.
- Document all customer interactions meticulously in the CRM system.
- Identify customer experience trends and provide actionable insights to the leadership team.
- Maintain comprehensive knowledge of insurance products, regulatory requirements, and coverage options.
- Consistently achieve or exceed performance metrics, including CSAT, AHT, FCR, and Quality Assurance scores.
- Participate in new hire nesting, process training, and knowledge base development.
Kualifikasi
- At least 2 years of BPO/Contact Center experience dedicated to Insurance accounts.
- Proven track record as an SME, Senior Associate, or in a Tier 2 support role handling voice escalations.
- Deep understanding of insurance terminology, policy lifecycle, claims processes, and underwriting fundamentals.
- Excellent verbal and written English communication skills with strong active listening and empathy.
- Willingness to work onsite in Taguig City on a shifting schedule, including weekends and holidays.
- Proficiency with CRM software (Salesforce, Guidewire, or similar) and Microsoft Office / Google Workspace.
- College graduate / Associate degree holder is preferred, but relevant work experience is highly valued.
- Highly organized with strong critical thinking and problem-solving skills in a fast-paced environment.