Senior Executive, Claims Support Services

1 week ago


Kuala Lumpur, Kuala Lumpur, Malaysia Generali Group Full time
Senior Executive, Claims Support Services (Helpdesk)

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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