Claims and Reconciliation, Shopee Xpress

2 weeks ago

Kuala Lumpur, Malaysia Shopee Full time

DepartmentOperations- LevelExperienced (Individual Contributor)- LocationMalaysia - Kuala LumpurThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.
- Lost & Damaged Claims
- Process claims for SPX for loss or damage orders due to logistics related issue
- Claim the claimable for loss or damage orders due to logistics related issue from the external party
- Handle the back and forth disputes for any discrepancies between the company & external party
- Ensure external party provide the Credit Notes/Bank Transfer after concluding the discrepancies
- General
- Investigate claims related to loss, damage, or theft of goods during transportation, reviewing claims to determine their validity
- Process claims / external party invoices according to company policies and procedures, negotiating settlements with customers or clients to resolve claims in a fair and efficient manner
- Liaise with external parties to ensure timely and accurate payment of claims and invoices
- Maintain accurate and up-to-date documentation related to claims, including claim files, correspondence, and reports
- Monitor and analyze claims data to identify trends and patterns, and recommend process improvements to prevent future claims.
- Ensure compliance with all regulatory requirements related to claims handling and processing
- Collaborate with cross-functional stakeholders (mainly Dispute, Payment, Finance and Fraud teams) to ensure a seamless claims process and positive customer experience

**Requirements**:

- At least 1-2 years of working experience in billing and claim related roles
- Possess high integrity and accountability, with strong negotiation and interpersonal skills
- Outstanding ability in engaging stakeholders for justification
- Good logical thinking, data driven and detailed oriented person
- High proficiency in MS Excel
- Team player, and strong in both written skills and verbal communication

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