Responsibilities:
- 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
- Work closely with the Service Partner to assist in delivering customer service standards in line with their contractual obligations
- 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
- 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
- Empathy and understanding
- Ability to represent and appreciate the commercial arrangements within the businesses
Interested candidates who wish to apply for the advertised position, please click on "Apply Now". We regret that only shortlisted candidates will be notified.
PERSOLKELLY Singapore Pte Ltd • RCB No. 200007268E
EA License No. 01C4394 • EA Registration No. R23114347 (Pang Xue Ni)
