Senior Customer Service/Claims Representative

You will be responsible for daily customer service and claim-handling tasks in this service-critical role.

Daily Responsibilities

1. Respond to or escalate customer inquiries via websites, social media, phone, email, and online chat promptly and professionally.

2. Process and manage claims, including assessing the validity of claims, investigating, and gathering information - directly from policyholders, or partners.

3. Make decisions about coverage and communicate the decisions to the customer in a timely manner.

4. Follow up with policyholders to update the status of their issues or claims.

Weekly Responsibilities

1. Participate in weekly meetings with the manager.

2. Prepare any necessary reports when required or requested by the manager.

3. Review and prioritise the customer inquiries that have come in over the weekend.

Monthly Responsibilities

1. Continuously improve knowledge of products, services, and industry trends.

2. Plan improvement areas for customer service metrics such as response time, resolution rate, customer satisfaction, claim processing turnaround time and claim satisfaction rate.

Ad-Hoc Responsibilities

1. Prepare necessary claims-related policies or procedures

2. Review and update any claims-related policies and procedures

3. Review and analyze the previous month's customer data to identify any trends or issues.

Skills

• Problem-solving: dive deep to identify the root cause.

• Growth mindset: be hungry to learn and teach, and receive and give candid feedback eagerly.

• Prioritisation: able to prioritise based on customers' inquiries and problems.

Requirements

• 4-5 years of experience in Customer Service and Claim Management.

• 1-2 years of experience in the Insurance Space is a plus.

• Strong remote customer service skills are preferred to succeed in this role.

• Familiar with Freshdesk Tools and Services or any helpdesk tools.