Production Specialist L3

Overview

The role of Production Specialist L3 is focused on delivering high-quality technical support to processes and ensuring client issues are resolved efficiently, either directly or by escalating when necessary, while adhering to service level agreements (SLAs).

Key Responsibilities

• Manage transaction processing upholding defined quality standards.
• Handle inbound client support requests via phone and email professionally and courteously.
• Document detailed client identification and issue information including name, contact, department, and nature of problem.
• Log availability in the RAVE system to optimize process productivity.
• Track and document issues, resolution steps, and outcomes comprehensively.
• Follow prescribed processes to resolve client inquiries effectively as per contract-defined SLAs.
• Use and maintain knowledge base resources to provide accurate problem resolution.
• Gain thorough understanding of relevant products to enhance client support and troubleshooting.
• Monitor call logs to identify recurring issues and preempt future challenges.
• Keep customer self-help documents updated to shorten resolution times.
• Escalate serious unresolved client concerns promptly to team leadership.
• Ensure accurate communication of product information and disclosures to clients before and after interactions.
• Comply with service agreements to mitigate legal risks.
• Diagnose client queries methodically, providing exceptional customer service through effective troubleshooting.
• Guide clients through product navigation to improve their understanding and experience.
• Maintain precise logging of customer interactions using designated tracking software.
• Offer alternative solutions when appropriate to retain customer business.
• Communicate clearly and appropriately tailored oral messages based on audience and situation.
• Conduct follow-up calls to collect feedback and ensure contract/SLA compliance.
• Commit to continuous learning via product training and self-directed development opportunities.
• Collaborate with team leaders to identify skill gaps and training opportunities to enhance service delivery.

Performance Measures

• Daily cases handled, adherence to quality standards, SLA compliance, customer feedback, and process compliance metrics.
• Productivity, efficiency, attendance, training completion, and technical knowledge enhancement.

Mandatory Experience and Skills

Required 5 to 8 years of professional experience specifically in L&P (Life & Pensions) Policy Acquisition and Servicing.

About the Company

Join a company at the forefront of digital transformation and innovation, empowering individuals to reinvent their careers and skillsets in a continuously evolving industry.