Operations Officer, Claims

In this position you will....

Be a champion for customer satisfaction by delivering exceptional, world-class service. You'll navigate the intricacies of customer insurance coverage, manage all aspects of claims (including evaluation, repair center engagement, and logistics), and ensure smooth, efficient processes that meet defined service level agreements (SLAs).

You will be responsible for…

• Processing, registering, and administering for claim processes of all bolttech’s products, ensuring all claims processes are captured in a timely manner
• Maintaining diary and monitoring claims regularly. Make sure all claims are processed within client’s SLA, includes other claims matter i.e., assess claim, prepare settlement offer, and phone replacement, follow up on appeal claims, conduct claims review, issue major claim report etc
• Working together with our Bolttech’s partners or handset repairers and provide advice to the Insurer and dealers on claim assignments
• Processing daily administration matters i.e., inbound calls, policy inquiries, data entry, monthly premium deduction through merchant bank, support Operation & Sales managers daily administration issues etc.
• Responding 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
• Seeking to understand customer feedback actively and using it to make decisions and solutions
• Ensuring all outbound calls are conducted professionally and consistently by using call scripts
• Guaranteeing all claims are processed within the stipulated turnaround time (TAT) or service-level agreement (SLA)

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.
• Maintains commitment to achieving goals in the face of obstacles.

Customer Focus

• Understands the importance of customer feedback and appreciates their points of view.
• Demonstrates a customer centric mindset by prioritizing customer needs and addressing concerns with a sense of urgency.
• Aware of the benefits of offering different service solutions to a diversity of customers and helps support adoption

Curious

• Engages in learning activities and is interested in understanding different ways of doing things including the key activities performed by others in team.
• Understands the value of knowledge sharing and seeks learning in areas beyond own area of focus.

Communication

• Communicates clearly and actively listens to others.
• Provides others with information they need in a timely manner.
• Communication is specific and fact based using a style appropriate for the audience.

You will require the following qualifications and skills                                                                                                               

• Possess a minimum bachelor’s degree in any field.
• Minimum 2 years’ experience as Claim Administrator
• Good command of verbal and written communication skills in English
• 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 word, excel and power point. 
• An appetite for growth and personal development