Responsibilities
- Control, manage and oversee claims and customer services delivery for products distributed and serviced in the SAP region ensuring all contracted service levels and KPI’s are met
- Manage all Governance Meetings with the Service Partner
- Ensure that there are no data breaches and that all agreed processes are met by the Service Partner
- Manage all complaints received from any stakeholder, ensure that they are resolved and reported with full service recovery in place
- Update Brokers and Agents on any enquiries received regarding claims
- Carry out regular reviews of all pending claims cases and ensure process improvements are put in place
- Ensure that the Service Partner is fully aware, and have embedded, any changes in guidelines, product changes and process updates
- Support and where necessary, manage Agent and Broker meetings
- Act as the key point in the SAP region for all new product launches, projects and on-boarding of new customer groups
- Provide training to the Service Partner for customer service skills, claims adjudication protocols and product knowledge including validation testing and service skills
- Adjudicate claims and provide guidance on claims assessment to the Service Partner
- Deliver performance reports as required by the business
- Carry out claims analysis in order to present key statistics and information to the key stakeholders
- Ensure claims referred to Global Claims Control (GCC) are managed within 24 hours of receipt; provide approval and decline decisions in accordance with policy wording; provide additional guidance where more information is required
- Work closely with the Service Partner to assist in delivering customer service standards in line with their contractual obligations
- Oversight and management of the adherence to customer service protocols whether by voice or in writing to the customer and/or agent in line with agreed processes
- Relationship management – building a strong relationship with the key staff within the Service Partner
- KPI Reporting for the month delivered by the 10th day of the month following
- Excellent service delivery from the Service Partner – meeting all the agreed SLA’s
- Demonstrating the ability to handle commercial decisions as needed to respond to customer issues
Requirements
- Account servicing in insurance sector is a must
- Strong customer service skills
- Confidence in decision making
- Ability to work on own initiative
- Positive work ethic
We apologize that only shortlisted candidates will be contacted. Thank you
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