WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. 

WNS South Carolina - Strategically located to meet the onshore delivery requirement of our US clients and for favorable business environment, stable job market and supportive local government. World-class communication network and large power grids support the needs of 24/7 operation. WNS Manages high end businesses, providing strategic solutions and supporting transformational process.


Why Join Us?

Experience the culture of outperformance, engagement, celebration and enjoy wide variety of best benefits like 401K, Health, Dental, Vision, PTOs etc
At WNS, our mission is to enable clients to outperform with our passion for service and innovation. At the heart of each client engagement is our pursuit to understand our client’s business, and create impactful solutions that can drive agility and excellence into their business processes. Our promise of outperformance stems from our deep domain expertise, partnership approach and a global delivery network.
Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.

• Respond to customer and agent inquiries which may include: questions regarding Homeowners insurance policies, endorsement requests, coverage and identifying coverage gaps
• Provide advice, process add-ons (e.g. add drivers, etc.) and/or make coverage changes to existing policies only.  Individuals in this role do not write, sell or bind new policies
• Provides cashiering and accounting services to members including taking insurance payments (initial, installment, lapse or reinstatement)
• Deliver customer-centric service in a high volume, fast paced call center environment, using laptop, Internet and ACD phone technology
• Interact with customers, agents, internal business areas, and third-party callers in accordance with company, state, and federal regulatory policies and procedures
• Responds to customer inquiries and refers to agent when appropriate
• Provide one-call resolutions to customer situations in the attempt to prevent callbacks
• Review and investigate complex issues such as requests for coverage reinstatements and policy exceptions
• Utilize judgment and available resources in order to offer reasonable solutions and alternatives that stay within company guidelines and manage risk exposure
• Make outbound customer and agent contacts in response to follow-up items, questions or complaints in order to improve customer experience, prevent delays and positively impact customer satisfaction results
• Provides a high level of administrative support to Insurance Agents during peak periods
• Identify and communicate potential underwriting and product concerns.  Refer rating errors
• Make recommendations for product and process improvements to further develop department and company performance and reduce inefficiencies
• Participates in a team environment to promote customer satisfaction and consistent service following the customer service model 
• Participates in office events developed to generate revenue, improve member awareness of products and support local community activities
• Complete and maintain P&C licensing and continuing education requirements, in accordance with the guidelines set forth by WNS and the client

Strong level of verbal communication skills including ability to have relevant conversations related to the process is essential
- Strong English and / or bilingual (Spanish) language skills, and an ability to understand Australian English and comprehend it accurately
- ability to have robust conversations while maintaining a high level of customer service and maintaining composure
- Clear comprehendible English / Spanish speech, including sentence construction, grammar and pronunciation
- Can articulate effectively and concisely and conveys outcomes with confidence
- ability to build rapport with customers or third parties
- ability to manage difficult conversations and escalations
- ability to be firm and decisive during the telephone conversation
- ability to develop compelling negotiation and manage an irate customer/caller
- ability to utilise effective listening skills
                                                                                                                                                    Pick up on direct and indirect queries from customers and understand and comprehend  the customer’s needs
- ability to use expressive skills
                                                                                                                                                    to convey a message through words, facial expression and body language (not available on phone) therefore an understanding of how to use tone and pace is critical
- Previous experience in a Call Centre/service Centre environment and use of telephony system is essential