Claim Officer

In this position you will…

…be deliver excellent World Class customer experience to all our customers. Providing support in all aspects of claims management including but not limited to evaluation of claims, surveys whenever necessary, engaging with clients, third parties including but not limited to Insurers, repair centers or garages, and hospitals, and managing the administrative and logistic activities ensuring service level is always maintained and process within the applicable SLA. 

You will be responsible for…

• Process registered and administrated General Insurance and Health Insurance claims, ensure all claims processes are captured in a timely manner. 
• Maintain diary and monitor claims on regular basis. Make sure all claims are processed within client’s SLA and compliance to OJK regulations, including other claims matter i.e., assessment of claim, preparation of settlement offers, follow up on claim appeals, conduct claims review, issue major claim report etc.
• Working together with supporting third parties and providing advice to the Insurer on claim assignments.
• Process daily administration matter i.e., inbound calls, policy and documents inquiries, data entry, claim case reporting to insurers in compliance to OJK regulations, support Operations managers daily administration issues etc.
• Responsive to customer requests in timely manner, have a strong commitment to understanding and anticipating internal/external customers and partners’ diverse needs and expectations and strive to deliver customer-centric solutions.
• Actively seeks to understand customer's feedback and need and use it in making decisions and solutions.  
• Ensure all outbound calls done in a professional way by using call scripts consistently.
• Ensure all claims are processed within the given turnaround time / SLA
• Ad-hoc operations assignments and projects 

For you to be successful…

…we expect you to be able to demonstrate the following key competencies:

Impactful

• Has a clear understanding of team’s objectives and aligns efforts to these
• Seeks necessary information on which to base decisions and is comfortable recommending an approach.
• Maintains commitment to achieving goals in the face of obstacles.

Customer Focus

• Demonstrates a customer centric mindset by prioritizing customer needs and addressing concerns with a sense of urgency.
• Understands the role and importance of using customer data to make decisions.

Inclusive

• Listens to and respects others’ opinions and ideas
• Open minded to a variety of viewpoints and looks to learn from diverse perspectives

Curious

• Engages in learning activities and is interested in understanding different ways of doing things including the key activities performed by others in team.
• Keeps up to date on relevant frameworks, applications, software, and/or tools.
• Understands the value of knowledge sharing and seeks learning in areas beyond own area of focus

Collaborative

• Offers support and contributes to the delivery of shared goals. Displays loyalty and trust to team
• Co-operates with team members to resolve problems and achieve goals.

Communication

• Communicates clearly and actively listens to others
• Provides others with information they need in a timely manner
• Receptive to feedback and appropriately expresses own opinions. 

Creative

• Looks for new ways to solve problems and execute in ways that add value
• Knows when to try alternate approaches 

Adaptable

• Adapts to changes quickly, flexibly, and easily
• Handles unexpected requirements and ambiguity in a receptive and calm manner. Resilient when things don’t go to plan

 You will require the following qualifications and skills                                                                                                               

• Possess minimum bachelor’s degree in any field. Preferably in Engineering background.
• Minimum 2 - 3 years’ experience as Claim Administrator or Customer Care
• Call Centre experience will be an advantage. 
• Fluent in written and passive in spoken English
• Meticulous with an eye for details. 
• Holding at least AAPAI or APAI certification is an advantage
• Strong knowledge of managing sensitive/confidential situations.
• Must show a willingness to work as a member of a team, but also able to work independently and on own initiative.
• Must possess a “problem solver” approach and a “can-do” attitude.
• Strength of character to raise and communicate issues or recommendations. 
• Good team player and can work well with people of all levels.
• Computer literacy in MS word, excel and power point. 
• An appetite for growth and personal development