Client Support Specialist

3 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Marsh Full time

Hong Kong ASO Contact Centre

  • Hong Kong ASO (Administrative Services Only) handling customer inquiries and providing assistance in Employee Benefits Claims line.
  • Resolving customer complaints and escalations: The contact centre team addresses customer complaints, investigates issues, and works towards resolving them in a timely and satisfactory manner.

Marsh and McLennan Companies (MMC) is seeking candidates for the following position based in the Kuala Lumpur Shared Services Operations Office:

Client Support Specialist - EB Claims Contact Centre (Supporting Hong Kong)

What can you expect?

  • Be a part of a regional operational shared service center
  • Interact diverse colleagues and stakeholders from various line of business within MMC

What is in it for you?

  • Career Development and Training Opportunities
  • Explore opportunities to work on regional and global projects
  • Conducive Smart Office work environment

We will count on you to:

  • Registration, Processing and Adjudication of claims within turnaround time.
  • Assists in the determination of claim liabilities, value, and service provider fees and sets reserves, with low financial authority, according to company and legal standards
  • Ensure computed claims settlement and verified reimbursements from insurers are valid.
  • Diligently monitor and follow-up on unsettled claims with insurers and/or outstanding information from clients.
  • Interact with stakeholders to ensure proper execution of tasks.
  • Prepare claims statistic report on a monthly basis include, updating the documentation processes.
  • Proactively identify problems with the team or client and provide solutions.
  • Participate in project initiatives to improve efficiency and productivity of the department.
  • Provide quality customer service to clients over phone call, email or on portal navigation to resolve client's enquiries efficiently, including liaising with internal & external clients.
  • Follow up customer calls where necessary and document all call information according to Standard Operating Procedures (SOP) while ensuring SLA requirements are met.

What you need to have:

  • A Bachelor's Degree in any field
  • 1-3 years of experience handling Employee Benefits Insurance Claims
  • Proficient in MS Office (Pivot Table, Excel Formulas and Words)
  • Ability to understand, speak Cantonese, read and write Chinese
  • Must possess professional and friendly attitude and be able to quickly develop a rapport with customers over the phone

What makes you stand out:

  • Experience supporting shared service operations
  • Experienced in a "Third Party Administration environment" handling medical claims / medical policies in a contact center environment
  • Ability to systematically manage and retrieve data
  • Strong analytical skills and detail-oriented to comprehend and summarize appropriate information
  • Excellent coordination and listening skill and be able to ask probing questions to understand concerns

Marsh McLennan (NYSE: MMC) is the world's leading professional services firm in the areas of risk, strategy and people. The Company's more than 85,000 colleagues advise clients in over 130 countries. With annual revenue of $23 billion, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses. Marsh provides data-driven risk advisory services and insurance solutions to commercial and consumer clients. Guy Carpenter develops advanced risk, reinsurance and capital strategies that help clients grow profitably and pursue emerging opportunities. Mercer delivers advice and technology-driven solutions that help organizations redefine the world of work, reshape retirement and investment outcomes, and unlock health and well being for a changing workforce. Oliver Wyman serves as a critical strategic, economic and brand advisor to private sector and governmental clients. For more information, visit , or follow us on LinkedIn and X.

Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one "anchor day" per week on which their full team will be together in person.

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