Senior Associate - Operations

Company Overview

WNS, a part of Capgemini, stands out as an AI-driven leader in intelligent business operations and transformation, supporting over 700 clients across 10 distinct sectors such as Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, as well as Travel and Hospitality. The company integrates robust domain expertise with AI-powered analytic platforms to help businesses innovate, scale, adapt, and remain resilient amid global disruptions. With three global headquarters across four continents, 65 delivery centers in 13 countries, and a workforce exceeding 66,000 employees, WNS delivers impactful and sustainable business outcomes through intelligent, human-centered solutions.

Job Summary

The role of Senior Associate in Chat Operations within the General Insurance vertical involves managing customer communications through chat platforms, addressing queries related to policies, claims, and insurance products. The position demands maintaining exceptional customer satisfaction levels while adhering strictly to compliance and quality standards.

Key Responsibilities

• Respond promptly and accurately to customer queries via live chat.
• Provide detailed assistance concerning policy information, renewals, claims status, premium computations, and coverage specifics.
• Handle escalated customer issues with professionalism, empathy, and effective problem resolution.
• Ensure adherence to insurance laws, data protection regulations, and internal company policies.
• Maintain precise and timely documentation of customer interactions within CRM systems.
• Coordinate with internal departments including Claims, Underwriting, and Policy Servicing to resolve issues.
• Achieve or surpass key performance targets such as quality, response time, first contact resolution, and overall customer satisfaction.
• Regularly update knowledge on insurance products, underwriting guidelines, and claims processes.

Required Qualifications and Skills

• Excellent skills in written communication focusing on grammar, tone, and clarity.
• Strong customer service mindset combined with effective problem-solving capabilities.
• High attention to detail ensuring accuracy in documentation.
• Capacity to manage multiple chat conversations simultaneously with efficiency.
• Solid understanding of general insurance principles covering motor, property, home, travel insurance, etc.
• Familiarity with key insurance operations including policy servicing, renewals, endorsements, and claims handling.

Education Requirement

Graduate in any discipline.