Account Servicing (Insurance / $6K) (ID : 685502)

Responsibilities :

Control, manage and oversee claims and customer services

delivery for the products distributed and serviced ensuring all

contracted service levels and KPI's are met

Manage all Governance Meetings with the Service Partner

and companies

Ensure that there are no data

breaches and that all agreed processes are met by the Service

Partner

Manage all complaints received from

any stakeholder, ensure that they are resolved and reported with

full service recovery in place

Update Brokers

and Agents on any enquiries received regarding claims

Carry out regular reviews of all pending claims cases and

ensure process improvements are put in place

Ensure that the Service Partner is fully aware, and have

embedded, any changes in guidelines, product changes and process

updates

Support and where necessary, manage

Agent and Broker meetings

Act as the key point

for products reinsured, for all new product launches, projects and

on-boarding of new customer groups

Ensure that

Service Levels for Customer Service and Claims Delivery are

met

Provide training to the Service Partner

for customer service skills, claims adjudication protocols and

product knowledge including validation testing and service

skills

Adjudicate claims and provide guidance

on claims assessment to the Service Partner

Deliver performance reports as required by the

business

Carry out claims analysis in order to

present key statistics and information to the key

stakeholders

Work closely with the Service

Partner to assist in delivering customer service standards in line

with their contractual obligations

Ensure that

the policies and procedures are in place to fully support the

Service Partner so that they can deliver an optimised

service

Assist in the provision of training

and support to the Service Partner on any area of service delivery

as needed

Oversight and management of the

adherence to customer service protocols whether by voice or in

writing to the customer and / or agent in line with agreed

processes

Excellent service delivery from the

Service Partner - meeting all the agreed SLA's

Demonstrating the ability to handle commercial decisions

as needed to respond to customer

issues

Requirements :

Account servicing in insurance sector is a

must

• Strong customer service skills
• Empathy and understanding

Ability to

represent and appreciate the commercial arrangements within the

businesses

Interested candidates

who wish to apply for the advertised position, please click on

"Apply". We regret that only shortlisted candidates will be

notified.

EA License No. : 01C4394 (PERSOLKELLY

Singapore PTE LTD)

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