The opportunity

This position is responsible for providing assistance to customers on their claims-related inquiries, requests and concerns.

Responsibilities

• Carefully screen submitted claim requirements and accurately endorse the same to the Evaluation Team in a timely manner
• Provide clear, accurate and complete information to the customers by using the right methods and tools, following the team’s email handling guidelines
• Reply to assigned emails within the TAT commitment
• Actively monitor assigned PHClaims folder and work closely with teammates to ensure that emails are handled within agreed TAT
• Openly communicate to the team lead any support needed to successfully meet the TAT
• Ensure accurate and sufficient documentation of cases in CMS
• Communicate with other Claims members and other departments, in order to effectively provide assistance needed by the customer
• Ensure that all applicable systems and/or trackers are updated accurately with all the necessary details in a timely manner
• Escalate potential risks and recommend appropriate action
• Identify possible escalation and work closely with the team lead to prevent/mitigate
• Work closely with the team lead to identify process improvement opportunities and actively participate to implement changes

How will you create impact?

The role will report to the Claims Customer Service Team Lead .

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

• At least three (3) years customer service experience in the Insurance Industry
• Graduate of any four-year course
• Background in claims processing is an advantage
• Strong customer service skills
• Excellent English communication skills (verbal and written)
• Excellent comprehension skills
• Knowledgeable in MS Office
• Very good prioritization skills
• Accuracy and attention to detail
• Quick thinker and can work independently under pressure
• Comfortable in navigating multiple applications at the same time

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture
  We lead with our Values every day and bring them to life together.
• Boundless opportunity
  We create opportunities to learn and grow at every stage of your career.
• Continuous innovation
  We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and Inclusion
  We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship
  We build a business that benefits all stakeholders and has a positive social and environmental impact.