PRODUCTION AGENT L1

Role Purpose

Client Support and Resolution

• Handle incoming client requests by telephone and email in a courteous and professional manner.
• Provide product support and guide users through step-by-step solutions and product features.
• Troubleshoot client queries, offer appropriate alternative solutions, and complete scheduled callbacks.
• Provide required product information and disclosures before and after client interactions.

Documentation and Escalation

• Document client identification, query details, troubleshooting steps, and successful or unsuccessful resolutions.
• Record and track calls and emails using designated software and maintain logs according to standard procedures.
• Use internal knowledge bases, resources, and FAQs to support effective problem resolution.
• Identify red flags and escalate serious or unresolved issues to the Team Leader.

Capability and Improvement

• Analyze call logs to identify recurring trends and prevent future problems.
• Maintain and update self-help documents to improve resolution times.
• Complete product-specific and client-required training and keep product knowledge current.
• Partner with team leaders to identify training themes and learning issues.

Mandatory Skill

• Claims Processing is a mandatory skill.
• The role requires technical support, troubleshooting, customer communication, documentation, and adherence to process SLAs.

Performance Measures