About the Role
Inviting applications for the role of Insurance_Claims Administrator_Senior Process Associate_Dutch or German _Remote EMEA
Responsibilities
* General administrative duties such as scanning, photocopying, profiling, issuing documentation and mailbox monitoring.
* Accurate, timely and efficient data entry and quality checking of claims information as per the standards.
* Open a new “account” for each claim, into the system to help with efficient processing of the claim – throughout the claim lifecycle.
* Prepare the payment of claims in the system.
* Process and dispatch standard letters and emails as required.
* Support data cleansing and mass change processing projects.
* Keep the relevant KPIs updated.
* Liaising with internal and external parties to respond to and resolve queries within processing deadlines.
* General contact with underwriters and clients (if applicable) always providing a great customer experience.
* Preparing management information reports as requested using various reporting tools and methods.
* Participate and provide support to process improvement projects.
* Participating and support the implementation in continuous improvement or change project work.
* Providing support to other teams to cover absences and peak workloads.
* Contributing to technical support and procedural best practice and support.
* Provide new ideas and support the team leader and coordinator regarding execution.
* Ensure telephony service availability in line with defined working hours and required languages.
* Answer all incoming calls received through the claims telephony lines.
* Identify the nature of the enquiry and confirm whether it relates to an existing claim or a new notification.
* Resolve simple customer or broker enquiries when the information is readily available in the system.
* Redirect calls to the correct handler, team or department when the query cannot be resolved at first contact.
* Log call details in the claim file or relevant system to maintain a clear and accurate audit trail.
* Escalate urgent or risk related calls following internal escalation routes.
* Manage call backs by logging the request and ensuring it is assigned or completed within required timeframes.
* Monitor telephony metrics such as wait times, call volumes and abandonment, and elevate issues when service levels are at risk.
Qualifications
* Economic studies (e.g. finance, accounting or similar domains) - BA
* Proficient in written and spoken Dutch (Flemish) and English
* Good interpersonal skills with the ability to work as a member of various teams
* Excellent accuracy and attention to detail and Quality to produce high quality output even when dealing with high volume and under pressure
* Experience on small claims handling or in insurance will be an advantage
* Curious, willing to learn and showing a challenging conventions spirit
* Ability to organise and prioritise and plan workload to meet deadlines
* Demonstrating personal integrity; doing what they say they’ll do when they said they’d do it
* Personable, able to develop rapport easily and build relationships
* Open to learn new skills
Preferred Qualifications
* You will ideally have experience of working in an office environment, in a multi-cultural environment, experience in insurance is an advantage
* Experience on managing teams 5 to 15 staff in a multi-cultural environment
* Evidence of an interest in a career in people management, insurance or shared services is required
* You will need good computer skills including Microsoft Tools skills (Excel, PPT, Teams, Outlook).
* Proactive on a continuous improvement to develop skills
* Expert knowledge of operational processes and procedures, core systems, interfaces and reporting tools. Lean or Six sigma training would be an advantage
* Experience in recruitment, performance management and absence management
* People management skills (e.g. providing feedback, delegation, coaching, managing challenging situations)
* Good communicator and team player
* Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
* Make an impact – Drive change for global enterprises and solve business challenges that matter
* Accelerate your career — Get hands-on experience, mentorship, and continuous learning opportunities
* Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
* Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
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