Claims Associate
4 weeks ago
We are seeking a highly skilled Claims Associate - Operations to join our team at WNS Global Services. As a Claims Associate - Operations, you will be responsible for delivering industry-leading service excellence while maintaining a commercial focus that drives business outcomes.
Key Responsibilities- Lodge new insurance claims for our customers and intermediaries
- Determine coverage through exploratory questioning, policy interpretation, and using judgment and analysis to make informed decisions
- Elevate the customer experience through 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 enquiries on existing claims via customer channel of choice, with a focus on cost management and progressing and finalizing the claim
- Respond to and manage claim activities, customer, supplier, and repairer correspondence, and complaints within agreed timeframes and obligations
- Ensure information provided to the customer is clear, complete, and accurate based on sound knowledge and understanding of claim policies, processes, and their intent
- Ensure claim review is completed on each claim touch, liaise with suppliers and repairers to ensure timely replacement and/or repair experience for our customers and claim is progressed efficiently, actively contributing to overall reduction of customer life of claim and effective financial management
- Identify opportunities to improve processes and systems and participate in their testing, in order to contribute to the overall efficiency and cost-effectiveness of the Claims function
- Accountable for decision-making within policy guidelines and delegations of authority to deliver the best outcome for the customer and the organization
- Appropriate and professional workplace behaviors, assist other team members, and willingly undertake other key responsibilities and activities to contribute to overall portfolio health
- Demonstrate responsibility for own personal development and professional learning goals and actively participate in performance review process in conjunction with direct Leader
- 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
- Incentives, Rewards, and Recognition program
- Laptop, Headset, and Phone set provided
- Proficient in MS Office
- Excellent communication skills
Shift Options: Flexi Part Time roles with a minimum of 15hrs per week offering a variety of shift options over 7 days in the week along with a variety of start windows. Full time: 38 hrs per week offering a variety of shift options between Monday – Saturday along with a variety of start windows.
WFH Requirement: Dedicated private work area, Ergonomically set up (desk/chair), Reliable Internet, Active Landline connection, Monitor, First aid kit, and fire blanket.
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