Job Scope
- Control, manage and oversee claims and customer services delivery for the products distributed and serviced ensuring all contracted service levels and KPI’s are met
- Manage all Governance Meetings with the Service Partner and companies
- 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 for products reinsured, for all new product launches, projects and on-boarding of new customer groups
- Ensure that Service Levels for Customer Service and Claims Delivery are met
- 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
- Provide updates and responses to any partners reinsured
- Ensure that the policies and procedures are in place to fully support the Service Partner so that they can deliver an optimised service
- Assist in the provision of training and support to the Service Partner on any area of service delivery as needed
- 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
- 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
- Superb attention to detail
- Strong customer service skills
- Confidence in decision making
- Ability to work on own initiative
- Positive work ethic
- Listening skills
- Empathy and understanding
- Ability to represent and appreciate the commercial arrangements within the businesses
We apologize that only shortlisted candidates will be contacted. Thank you.
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PERSOLKELLY Singapore Pte Ltd • RCB No. 200007268E
EA License No. 01C4394 • EA Registration No. R1653100 (Goh Jia Zhen Crystal)
