Process Associate /Analyst (Web Chat Process)

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Client Service/Account Management
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64834 Requisition #
As a global insurance brokerage, Gallagher seeks to provide the best service to its customers. The Gallagher Service Center is a crucial component of our ability to provide industry-leading quality and customer service, helping our global teams serve our end customers better, meet regulatory requirements and improve speed to market.

The Gallagher Service Center (GSC) supports various divisions of Gallagher, providing premier service to our customers around the globe. The GSC has grown into a team of more than 6,000 employees across four locations Kolhapur, Shimoga, Bengaluru and Pune, providing reliable, fast and high-quality support to field staff.

Working at the GSC gives you the opportunity to join a growing global organization. We offer our employees an unmatched professional environment to use their skills, improve their knowledge and deliver tangible results.

At Gallagher, we want to empower you to make a difference, take control and make an impact. Gallagher believes that all persons are entitled to equality in our employment opportunities.

Position Summary

Web-Chat or Email-chat Associate/ Analyst utilizing hands-on Customer Engagement/ Solving Queries over Web-chat process within the given timespan.

Primary Responsibilities
  • Customer engagement over Chat.
  • Find alternate solutions by researching and exploring information using available resources 
  • Update knowledge by participating in developmental trainings
  • Ability to work on data for various reporting and analysis
  • Identify and escalate unresolved issues by keeping supervisors in loop.

Skills and Competencies
  • Graduate in any discipline and willing to work in shifts
  • 6-18 month’s experience in Insurance Domain (Preferably in Web-chat/Email chat or Transcription Service) with excellent command over English (comprehension and written)
  • Typing speed of minimum 35-40 WPM and over 90% accuracy
  • Proficiency in Microsoft Office (especially Excel, Word)
  • The candidate has to be a quick learner, high on energy and must have a flair for customer processes
  • Ability to work in a team and exhibit collaboration.
  • Should be able to adapt to organizational changes.
  • Ability to work with cross functional and global teams to build process expertise
  • Positive attitude and should be flexible to work in dynamic environment
  • Ability to generate process improvement ideas through Kaizen and projects
  • Enhances organization reputation by taking ownership and accountability