Claims Specialist

7 months ago


Kuala Lumpur, Malaysia IC Frith (Asia Pacific) Sdn Bhd Full time

The Claim Specialist/ Customer Service Representative has a critical commercial responsibility in making sure that good quality decisions are made in relation to each claim/ sale, providing accurate information related to services provided, understanding customer requirements, coordinating sales order/ claim activities, and increase conversion rate.
- Serves customers by providing product and service information and resolving product and service problems.
- Attracts potential customers by answering product and service questions and suggesting information about other products and services
- Make decisions, on behalf of the company, in relation to adjudication of claims under the terms and conditions, client expectations, and service level expectations.
- Able to show initiative to take responsibility for own actions and decisions.
- Able to make decisions through appropriate actions required to solve queries within guidelines.
- Engage with stakeholders to:

- Provide timely and accurate updates and resolutions
- Follow up additional information where required without delay
- Provide outcomes on the adjudication process
- Handle communications with stakeholders in line with agreed procedures and guides for conversations.
- Deliver outcomes and decisions which are cost-effective, timely & meet customer needs in line with program requirements
- Register required information resulting from the contact in company IT systems, as procedures require. Identify and take responsibility for escalating issues when the outcome is dependent or outside of setting authority limits.

**Job Requirements**

Required Qualifications and Experience
- Diploma/Degree in relevant field. Strong customer focus and ability to delight customers.
- Demonstrated experience in a contact center, claims, or customer service environment.
- PC proficiency
- Proven track record in matching solutions to customer needs.
- Demonstrated ability in managing stakeholder issues, such as complaints.

**Skills**
- Active listening
- Quality focus
- Data entry/ documentation skills
- Confidentiality
- Product knowledge
- Market knowledge
- Phone skills
- Analyzing information
- Empathy & rapport building
- Adaptability & resilience under pressure.

**Job Types**: Full-time, Permanent

**Salary**: RM3,500.00 - RM4,000.00 per month

**Benefits**:

- Additional leave
- Gym membership
- Health insurance
- Maternity leave
- Opportunities for promotion
- Professional development
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- 13th month salary
- Overtime pay
- Performance bonus

Ability to commute/relocate:

- Kuala Lumpur: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (required)



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