Senior Analyst, Operations Voice Process

About the role

MassMutual India seeks a Senior Analyst, Operations Voice Process to support the US insurance operations team in Hyderabad, India. The role focuses on validating Transfer of Assets Packets, coordinating with external carriers and financial institutions for fund requests, and maintaining documentation across administrative systems. Day-to-day work includes calling out for funds every five days, communicating status to financial advisors and their staff, resolving transfer roadblocks, and partnering with third-party vendors to move pending applications to policy issue. The position is full-time on night shifts (US Time Zone), 10:30 PM to 7:30 AM IST.

What you’ll do

• Review and validate that the Transfer of Assets Packet was mailed, e-mailed, or faxed correctly and timely
• Call out to external carriers and financial institutions every 5 days to request funds required for new business policy issue
• Document results of each call across various administrative systems
• Communicate detailed status updates to advisors and their staff on receipt of funds
• Proactively identify when additional phone or email communication to the advisor is needed when a transfer hits a roadblock
• Work with Financial Advisors and their staff to know when to request corrected forms to secure funding
• Partner with third-party vendors to determine when new requests for additional funds are required
• Identify when funding is received and work with third parties to move pending applications to policy issue

What you’ll bring

• 1-3 years of experience in Operations (Voice Process)
• Bachelor's degree (Non-Technical)
• Good communication skills with a neutral accent
• Strong verbal and written communication skills
• Ability to work in a fast-paced, high-volume environment without sacrificing quality
• Proven relationship management and outstanding service delivery
• Good knowledge of MS Office tools
• Open to night shifts

Nice to have

• Experience in US Insurance Domain, preferably Life insurance, annuities, and Retirement
• Strong analytical skills and demonstrated problem-resolution skills
• Strong customer service orientation and proven relationship-building skills
• Experience in using Microsoft Excel
• Strong understanding of Annuity products and procedures
• Critical thinking, quick learner, and flexible

Skills

Education

Bachelor's degree (Non – Technical)