Employees in Claims and CS should ask their leadership about EXL and future plans to use that vendor more. Right now they will tell you EXL is helping the specialists by simply reviewing incoming documentation and highlighting key things for HQ to look for. If that pilot doesn't get shut down by regulators they will start utilizing them more and more and eliminating jobs at HQ. EXL uses employees in India who are educated and paid WAY less---although it's hard to imagine seeing as how specialists make so little now. Don't believe it look at what happened with the LAS team in Policy Services--who is handling large accounts now?
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Are we seriously surprised? It is Banctec all over again.
Once EXL establishes a foothold, they are hard to get rid off. You can expect that they will be taking over more and more job functions and more jobs will be sent that way. Do not be too relaxed with them...