Claims Accessor - Kuala Lumpur, Malaysia - Agensi Pekerjaan EPS Consultants Sdn Bhd

Description

Client Background: MNC

Industry: TPA

Location: Wisma UOA

Headcount: 1

Tenure: Permanent

Remuneration: Basic

Responsibilities:

• Provide excellent support experience to customers via all relevant communication channels such as calls, emails, SMS etc.
• Engage with customers to provide timely and accurate updates and resolutions regarding for the claims follow up additional information where required without delay provide outcomes on adjudication process.
• Ensure first contact resolution and effective follow-up with service partners and internal departments to ensure case closure in accordance with our service standards.
• Handle communication with internal and external Stakeholders in lines with agreed procedure is needed to provide settlement of the claims.
• Deliver outcomes and decisions which are cost effective, timely & meet customer needs in line with program requirements.
• Identify and take responsibility to escalate issues when outcome is dependent or outside of authority limits set.
• Review, assess and approve claims accurately within the agreed targeted service turnaround time and respective client/insurer claims adjudication guidelines & practices.
• Keying in required claim information into the system as required by procedures.
• Identify customer's needs, researching any existing issue in order to provide strategic solutions that will best address customer's needs while ensuring that any existing confusion is clarified.
• Take responsibility including driving appropriate action for resolving disputes proactively & factually.
• Apply principles, procedures, regulations and policies issued in the management of workflow within the Operations team and in relation to Compliance and Company Policy requirements.
• Attend all training when requested and / or required.
• Participate constructively in all performance related discussions, including results from Quality Assurance, coaching and feedback from team members and leaders.
• Display professionalism in receiving feedback from others and actively engage in discussions designed to improve personal performance, effectiveness and / or efficiency.
• Proactively identify opportunities to grow skills and competencies in the context of current responsibilities and participate in any development plans set out to develop those skills.
• Perform any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization.

Requirements:-

• Good command in English and Malay include reading, writing and speaking. Any additional language will be highly encouraged.
• Have International exposure in communicating with native English speaker e.g., US, ANZ and/or UK is highly preferred.
• Must be able to work in fast-paced environment with multi-tasking job responsibilities and work independently.
• Knowledge in Accidental Damage and Extended Warranty claims will be an added advantage.
• PC proficiency.
• Initiative, responsive, responsible and disciplined.
• Problem solving & critical thinking.
• Adaptability & resilience under pressure.
• Personal effectiveness in time management in prioritising tasks.
• Dynamic, highly motivated and a result-oriented team player with good interpersonal skills.
• Prioritise activities effectively, while ensuring a high level of accuracy and attention to detail.
• Strong customer focus and ability to delight customers.
• Proven track record in matching solutions to customer needs.
• Preferably to have demonstrated experience in a contact centre, claims or customer service environment.
• Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Master's Degree in any field.
• Due to business needs, this role will be required to work during New Zealand hours. Contact Centre Operating Days/Hours: Monday - Saturday 8am - 8pm (ANZ Time).