Claims Management Associate / Analyst
Job Summary
The primary purpose of the job is to handle inbound and outbound calls from Insurance Agents and Customers to answer questions/ or attend to requests on but not limited to claim, policy inquiries, and handling complaints and irate customers etc. During call handling, he/she is required to check status of claims, review policy benefits and advise customers accordingly.
Apart from voice work, he/she will also be required to register and adjudicate claims which involve investigation, evaluation, negotiation and settlement. This is done by collecting and analyzing data according to policy application and/or contract provisions. Determine whether to accept or deny a claim based on all documentation received. Typical claims include liability and low complexity coverage issue disputes.
Job Descriptions:
Utilize advanced communication, comprehension and customer service skills to handle Customer/Agent requests and inquiries.
Utilize acceptable investigation claims handling and settlement techniques that achieve cost effective and timely closure results by obtaining, reviewing and analyzing documentation, policy provisions and other records. May require additional contact with other parties i.e. employer, claimants, third parties such as medical providers, auto repair centers, etc. as deemed necessary
Ensure proper follow up on cases to resolve outstanding issues and to ensure timely processing and closure of claim
Provide timely service throughout the life of the claim by meeting all service level agreements, initiating timely contact to all appropriate parties, responding to incoming inquires according to company policies, following agreed internal and external processes, policies and procedures to ensure quality and service standards are met. This includes all forms of communications to internal and external parties
Maintain accurate system data and documentation by collecting, recording, analyzing, and summarizing information
Ensure that reserves are accurately updated in a timely manner
Identify subrogation opportunities and fraud potential and make appropriate referrals
Provide mentorship to less tenured examiners
Deputy/Backup Team Leader for all matters pertaining to operational governance, practice and execution in the team. Advocate of process & people management, operational excellence, metrics & management information, risk & compliance
#LI-GM
Job Requirement/Qualifications:
Certified in Singapore College of Insurance - General Insurance and/or Health Insurance and/or Professional Qualification in Malaysian Insurance Institute - Certificate of Insurance Practice/Diploma in Insurance/AMII/FMII
Ability to prioritize and multitask effectively in a fast-paced environment
Good relationship building skills (internal, external, and cross - cultural)
Ability to communicate information clearly and concisely both verbally and in writing
Requires proficiency in Desk Management, phone ‘etiquette’, time management and dealing with difficult customers
Advance skills and experience in field of Customer Service (required) and/or Personal Accident Claims Processing (advantage)
Communication skills and interpersonal skills will be an advantage
Ability to document work in progress in accordance with applicable procedures will be an advantage
Working Hours: Monday - Friday 8.30 AM - 5.30 PM
Subang Jaya
Equal Employment Opportunity Statement for Australia and New Zealand
At Accenture, we recognise that our people are multi-dimensional, and we create a work environment where all people feel like they can bring their authentic selves to work, every day.
Our unwavering commitment to inclusion and diversity unleashes innovation and creates a culture where everyone feels they have equal opportunity. Our range of progressive policies support flexibility in ‘where’, ‘when’ and ‘how’ our people work to ensure that Accenture is an organisation where you can strive for more, achieve great things and maintain the balance and wellbeing you need.
We encourage applications from all people, and we are committed to removing barriers to the recruitment process and employee lifecycle. All employment decisions shall be made without regard to age, disability status, ethnicity, gender, gender identity or expression, religion or sexual orientation and we do not tolerate discrimination. If you require any accommodations or adjustments for interviews and/or at work, please reach out to exectalent@accenture.com or contact us at +61 2 9005 5000 (Australia) or +64 44666056 (New Zealand).
To ensure our workplace is inclusive and diverse we are setting bold goals and taking comprehensive action. To achieve these goals, we collect information that allows us to track the effectiveness of our Inclusion and Diversity programs. Learn how Accenture protects your personal data and know your rights in relation to your personal data. Read more about our Privacy Statement.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.