Customer Experience Executive, Claims

About the Role

We are seeking a Customer Experience Executive, Claims to join our dynamic and expanding team. In this role, you will be responsible for delivering exceptional claims processing and customer service while maintaining operational excellence.

Principal Accountabilities

• Provide efficient handling of monthly Individual Life and Group Life claims within two working days of receipt of claim documentation
• Settle at least 95% of all claims in the month they are due
• Prepare and maintain accurate data records and claims register for Group Life claims to ensure accurate and timely submission of required data
• Propose changes to the claims process to address identified risks and drive process improvement initiatives
• Contact policyholders on a daily, weekly, and monthly basis to ensure outstanding claims are maintained at a minimum
• Adhere to all policies and procedures related to processing of claims
• Maintain accuracy, achieve productivity goals, and observe regulatory requirements in relation to claims processing and settlement
• Demonstrate excellent communication skills and work collaboratively with colleagues

Core Competencies and Skills Required

• Demonstrated ability to exercise initiative, good judgment, problem solving, and decision-making
• Strong written, verbal, and interpersonal communication skills with capacity to build and maintain long-term relationships with stakeholders and partners
• Excellent customer service and organizational skills
• Ability to analyze information with keen attention to detail and report with utmost accuracy
• Ability to balance competing priorities effectively
• Strong service orientation with ability to maintain professional composure when dealing with confrontation or complaints
• High levels of honesty, integrity, and commitment to confidentiality

Required Qualifications and Experience

• Bachelor's degree in Commerce, Business Administration, Economics, or other relevant field from a recognized university
• 1-3 years of experience in the Operations function in Insurance or Financial Services (added advantage)