Overview
Job Description
This Process Associate role supports the UHG CS – A4ME Chat process in Kolkata, West Bengal. The function is Operations, and the associate reports to the Team Leader for United Health Group.
Candidate Specifications
Any undergraduate, graduate, postgraduate, diploma or equivalent qualification is accepted. Candidates need very good written communication skills. Previous experience in healthcare processing or chat process is preferred. Candidates with 1-2 years of experience, or freshers, must be willing to work across all parameters. Age should be between 18 and 45 years, with residence within transport boundaries. Willingness to work night and late evening shifts is required.
Good to Have
Call center or chat experience.
Critical Skills Required
- Typing speed of 30 wpm or more
- Basic computer knowledge, with keyboard proficiency especially on numbers
- Ability to use a phone system
- Customer service and chat/email soft skills
- Knowledge of products and procedures
- Familiarity with computer basics
- Good logical and analytical skills
Key Responsibilities
- Perform multiple tasks quickly and accurately, including documenting information, seeking information, problem solving and updating records through research.
- Maintain confidentiality of information with strong work ethics.
- Answer client chats, provide immediate response support, and route queries appropriately.
- Log customer calls and chats.
- Provide first level support on medical insurance queries using documented procedures.
- Identify and give input on unique or recurring customer problems.
- Ensure proper escalation procedures are followed.
- Learn and apply detailed procedures.
- Work effectively as a team member and foster a cooperative environment.
Performance Measures
Process performance is measured by cases resolved per day, compliance with process and quality standards, process-level SLAs, Pulse score and customer feedback. Self-management is measured by productivity, efficiency, absenteeism, training hours and technical training completed.
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Education Requirements
- Any undergraduate, graduate, postgraduate or diploma qualification or equivalent
Eligible Batch Years
Wipro
Wipro Limited is a leading global information technology, consulting, and business process services company headquartered in Bengaluru, India. Founded in 1945, Wipro has evolved from a vegetable oil manufacturer into one of the world’s most respected IT services firms. With a workforce of over 250,000 employees across six continents, the company delivers innovative solutions in areas such as cloud computing, artificial intelligence, cybersecurity, data analytics, and enterprise application services. Wipro’s mission is to help clients succeed in a changing world by leveraging technology, deep industry expertise, and a commitment to sustainability and social responsibility.
Recognized as one of the top IT service providers globally, Wipro has consistently ranked among the leaders in Gartner Magic Quadrants and other industry benchmarks. The company has made significant strides in digital transformation initiatives, renewable energy adoption, and diversity and inclusion programs. In recent years, Wipro has expanded its global footprint through strategic acquisitions and partnerships, strengthening its capabilities in high-growth areas such as digital engineering and cloud-native services.
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