Team Lead

5 months ago

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.

**Team Lead - 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**:

- Reviewing, Adjudication and Validating of claims within turnaround time.
- Assists in the determination of claim liabilities, value, and service provider fees and sets reserves, with high 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.
- 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
- Minimum of 5 years of experience **handling Life or 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 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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