Claims Operations Associate
2 weeks ago
This Claims Operations role is a key position within the WNS Global Services team, focusing on delivering exceptional service excellence while maintaining a commercial focus that drives business outcomes.
Job SummaryThe successful candidate will be responsible for facilitating an efficient and cost-effective end-to-end claims experience, relieving stress and creating peace of mind for our customers in critical moments. Key accountabilities include lodging new insurance claims, determining coverage through exploratory questioning, policy interpretation, and using judgment and analysis to make informed decisions.
Key Responsibilities- Lodge new insurance claims for customers and intermediaries.
- Determine coverage through exploratory questioning, policy interpretation, and using judgment and analysis to make informed decisions.
- Elevate the customer experience by setting clear expectations of the claim process and effectively communicating how the claim will be managed.
- Negotiate and obtain collection of customer excess, including appropriate education of payment options.
- Accountable for financial outcomes impacting claims costs through application of correct policy limits, applicable laws, and leveraging preferred suppliers/repair methods.
- Respond to and manage customer, supplier, and repairer inquiries on existing claims via customer channels of choice, focusing on cost management and progressing and finalizing the claim.
- Ensure information provided to the customer is clear, complete, and accurate based on sound knowledge and understanding of claim policies, processes, and their intent.
- Participate in claim review and liaise with suppliers and repairers to ensure timely replacement and/or repair experience for our customers and efficiently progress claims.
- Identify opportunities to improve processes and systems and participate in their testing to contribute to overall efficiency and cost-effectiveness of the Claims function.
- Exercise decision-making authority within policy guidelines and delegations to deliver the best outcome for the customer and the organization.
- Relevant tertiary qualification desired (Business, Finance, Commerce).
- 1-2 years working in general insurance preferred.
- Call centre experience preferred.
- Experience working within a customer service environment.
- Computer literacy and navigational skills using multiple systems simultaneously.
- Demonstrated ability to achieve targets.
- Experience working in a fast-paced, high-pressured environment preferred.
$60,000-$80,000 per annum, depending on experience.
Benefits- Incentives, Rewards, and Recognition program.
- Laptop, Headset, and Phone set provided.
- Proficient in MS Office.
- Excellent communication skills.
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