Job Summary

This hybrid role offers an opportunity for an experienced subject matter expert in insurance claims to support customer service operations within a multinational organization. The role focuses on delivering accurate and timely claims support enhancing customer experience and ensuring adherence to insurance domain standards while working in rotational shifts within a collaborative and diverse environment.

Responsibilities

Manage complex insurance claims by validating information coordinating with internal stakeholders and ensuring accurate resolution that aligns with organizational standards and customer expectations.
Provide specialized support for customer inquiries related to claim status policy coverage and documentation requirements to deliver a consistent and empathetic service experience.
Analyze claim trends and service patterns to identify recurring issues propose process enhancements and support continuous improvement initiatives within the claims function.
Collaborate with operations teams to align claim handling practices with regulatory guidelines internal policies and domain best practices for insurance claims management.
Document claim decisions and customer interactions in a clear and structured manner to maintain transparent records that support audits reviews and internal reporting.
Coordinate with quality and training teams to share insights from daily claims handling enabling targeted coaching and updated reference materials for customer service teams.
Support rotational shift operations by adapting to different time zones and workload variations while maintaining consistent service quality and adherence to service level expectations.
Assist in stabilizing new process changes by providing feedback on workflow updates identifying potential operational risks and suggesting corrective actions.
Guide junior team members on claims procedures and customer service etiquette by sharing domain knowledge and practical case scenarios that support on the job learning.
Contribute to customer satisfaction initiatives by identifying opportunities to simplify communication reduce claim handling time and improve first contact resolution.
Engage with technology and support teams to report system issues suggest enhancements for claims tools and help test new functionalities that improve daily operations.
Ensure compliance with data privacy and confidentiality standards in all customer and claim related interactions to safeguard sensitive information and uphold company obligations.
Participate in hybrid work arrangements by effectively managing onsite and remote responsibilities while maintaining collaboration with cross functional teams.

Qualifications

Possess five to eight years of hands on experience in insurance claims or related domain with strong exposure to customer service operations in a high volume environment.
Demonstrate solid understanding of insurance concepts and claim lifecycle including intake assessment investigation settlement and closure within an organized workflow.
Apply advanced customer service skills such as active listening clear communication and issue resolution to manage challenging customer interactions.
Leverage experience in property and casualty insurance where available to handle specialized claim scenarios and support domain specific queries from internal teams.
Utilize analytical skills to interpret claim data identify anomalies and support root cause analysis for process related issues.
Adapt to rotational shifts by managing time effectively and maintaining work performance and reliability across varying schedules.
Use collaboration and communication tools efficiently in a hybrid model to stay aligned with team objectives and operational updates.
Exhibit familiarity with standard office productivity tools and claims management systems to perform daily tasks efficiently and accurately.
Show commitment to continuous learning by keeping knowledge current on insurance regulations market practices and internal process updates.

Certifications Required

Preferred certifications include insurance domain certifications such as AINS or equivalent customer service certification relevant to claims management.

SME-Ins Claims