Senior Executive, Claims Support Services
1 week ago
Join to apply for the Senior Executive, Claims Support Services (Helpdesk) role at Generali Malaysia
Responsibilities:
- Handle incoming emails sent to claims mailbox
- Attend to first notification of loss and arrange for registration
- Reply to emails on claims enquiries timely and accurately
- Forward emails to the correct Claims PIC
- Answer calls related to claims matters
- Perform callbacks to NPS detractors or customers as required
- Maintain daily productivity tracker to manage workload effectively
Main Responsibilities:
- Respond to all incoming emails sent to claims mailbox
- Provide clear advice on claims procedures and documents required
- Provide accurate claims status updates to the sender
- Refer complex issues to the respective claim units
- Ensure claims notifications and follow-up claims documents are accurately forwarded
- Ensure claims documents are assigned to the Claims registration Team for registration
Complaint Management:
- Escalate complaints to the respective Claims Unit Heads when necessary
- Answer calls from customers to provide necessary advice on claims procedures and status
- Perform callbacks to NPS detractors and close the loop
- Provide insights and feedback gathered during close loop into the dedicated survey platform
Service Delivery:
- Ensure compliance with Group policies, guidelines, and relevant laws
- Implement additional tasks assigned by the unit head within deadlines
- Provide good claims service adhering to service benchmarks
Reporting:
- Update productivity tracker on a daily basis
- Prepare reports and provide data to unit head as required
Projects:
- Participate in projects assigned by unit head
- Perform other responsibilities as assigned by unit head to meet operational requirements
Qualification and Experience Requirements:
- SPM or GCE 'O' Level or higher, Degree/Diploma in Insurance or related field
- Minimum of 3 years' experience in a similar role
- Customer service experience is an added advantage
Seniority Level: Mid-Senior level
Employment Type: Full-time
Job Function: Customer Service
Industries: Insurance
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