Senior Claims Administrator, Assurant-India
This position is responsible for effective management of claims from the time of intimation through closure with the goal of achieving target SLAs and delivering exceptional customer service. Key duties include oversite in assignment of a service network partner to each claim, confirming customers receive communications around repair process and timelines, monitoring claims to ensure progression as the desired speed, obtaining status updates from service partners, ensuring customers are timely appraised of any changes in repair ETAs, and ensuring claims are brough to successful closure. Senior level will also be expected to provide support and subject matter expertise to others within the team.
This position will be Work from Office at our Mumbai/Gurgaon, India location.
What will be my duties and responsibilities in this job?
- Provide oversight to ensure each claim is assigned to an eligible service network partner on a timely basis. For products that require a repair outside the policy holder’s location, additional oversight may be needed for a logistics partner handling the pick-up and return portions of the claim journey.
- Ensure assigned service network or logistics partner are contacting customers on a timely basis to communicate next steps and ETAs, such as in-home appointment date/time or time of device pick-up/delivery.
- Closely monitor service network and logistics partners are providing us with timely claim statuses updates to validate claims remain on track for completion or allow us to provide customers with revised ETAs.
- Communicate decisions to service network partners based on repair estimates reviewed by a Claim Adjudicator.
- Drive the achievement of target SLAs and KPIs, such as repair TAT and Customer Satisfaction.
- Working with service network partners to help resolve situations where a repair is at risk to exceed desired SLAs, such as evaluating alternative sources for parts needed to complete repairs or evaluating alternative claim fulfillment options.
- Providing ongoing guidance and support to service network partners for how to properly submit repair estimates and supporting documentation.
- Assist with training and coaching service network and logistics partners to remain in compliance with processes and procedures, including the use of Assurant systems.
- Assist with reminders to service network and logistics partners to submit timely invoices for completed services.
- Monitor and action potentially fraudulent activity with the claims journey.
- Provide Service Network Team with feedback on service and logistic partner performance to aid with continual process improvement initiatives.
- Assist in resolving claim escalations in a timely manner.
- Serve as a subject matter experience and support resource to others within the Claims Administration team.
What are the requirements needed for this position?
- Graduate in any stream.
- Min 8 years of experience of working in Service Operations.
- Ability to coach, mentor and develop team members to deliver business performance standards.
- Demonstrated ability to perform root cause analysis and convert insights into clear actions and continuous improvement initiatives.
- Understanding of performance measurement tools, methodology and technology.
- Demonstrates initiative and ownership.
- Excellent communication skills – verbal & written.
- Ability to work in a fast paced, changing environment.
- Results oriented approach, able to work under pressure and prioritize work and tasks effectively.
- Ability to build strong working relationships with internal/external customers and any other relevant stakeholders.
- A passion for delivering exceptional customer service.
- Domain-Mobile
What other the Preferred Experience, Skills, and Knowledge?
- Industry knowledge or experience in consumer electronics/whitegoods.
- Experience of managing claims payable and receivable.
- Sound working knowledge of Microsoft Office applications e.g. Outlook, Word, etc. and ability to grasp new systems.