Customer Care Specialist  

Claims Function

• Clients Claims Management – i.e. but not limited to the following:
• Provide efficient and effective claims service to the clients/insured.
• Processing of new claim notifications of the client/insured.
• Collecting of accurate information and required documentation to proceed with a claim.
• Analyzing the claim made by the client/insured to establish whether it is within the policy conditions.
• Guide and assist the client/insured on how to proceed with the claim via call, email and SMS.
• Liaise with the insurer for the processing of the claim(s) requests.
• Monitoring the progress of the claim, sending follow ups as applicable to the insurer and providing necessary update to the client/insured via call, email and SMS within turnaround time.
• Prepare reports related to claims administration

Collection Function

• Monitoring accounts to identify overdue payments.
• Contacting clients via call, email and SMS to arrange the settlement of overdue payments.
• Keeping accurate records and reporting on collection activity.
• Utilize payment options (i.e. credit card, direct debit, bank transfer) to ensure settlement of required payments.

• Minimum 3 to 5 years and up experience on Claims Handling, Collection and Customer Service in an insurance broker account/company preferably Australia and/or New Zealand accounts.
• Proven record of effective and efficient administration and management of insurance claims, collection and customer service.
• Excellent interpersonal and customer service skills.
• Excellent negotiation and decision-making skills.
• Confident when dealing with people, often in difficult circumstances.
• Strong phone contact handling and active listening skills.
• Ability to work well under pressure.
• Ability to think strategically.
• Takes initiative and ability to adapt quickly to different uncontrolled and unexpected scenarios.
• Discernment and ability to assess a situation objectively.
• High attention to detail and sound report-writing skills.
• Ability to stay calm when customers are stressed or upset.
• Manage large volume of inbound and outbound calls.
• Ability to multi-task, prioritize and manage time effectively.
• Ability to adapt/respond to different types of characters.
• Working knowledge of Gmail, Spreadsheets and databases.
• Excellent communication skills.