The Team Lead for Letters of Guarantee (LoG) will be responsible for overseeing the day to day operation and management of the LOG team. This role requires a meticulous attention to detail, excellent organizational skills, and the ability to lead a team to ensure all guarantees are accurate and issued in a timely manner.
Key Roles and Responsibilities:
- Assessment and Issuance of Letter of Guarantee according to policy contracts and guidelines
- Ensure timely conclusion of LOG processing within agreed turnaround time
- Respond promptly to email and telephone inquiries
- Follow up calls to the customers if necessary
- Handles escalation or client complaints, providing effective solutions.
- Maintain open communication with clients and intermediaries to achieve satisfactory resolution of cases/complaints.
- Provide regular reports on case resolutions to both internal stakeholders and external clients.
- Collaborate with internal and external stakeholders to review and enhance work processes, aiming to improve the overall customer experience.
- Implement enhanced work processes in collaboration with stakeholders.
- Assist and/or provide training and/or coaching on need basis
- Undertake any other duties or projects as assigned by supervisor or Head of Department
Qualifications:
- Diploma or higher educational qualification.
- Completion of Health Insurance Certificate is preferred.
- Claims Experience of at least 3 years in Health Claims
- Proficient in Microsoft Office applications such as Excel, Word and Powerpoint
- Good command of both written and spoken English.
- Team Player and self-motivated
- Ability to work with tight timelines and under pressure
- Keen eye for details
- Highly organised around multiple priorities and timelines
- Good communication and people skills
