Customer Service Team Lead, Claims

Allianz Insurance Singapore Pte. Ltd.

Handle contact centre escalation calls/emails on claims related queries.~crlf~~crlf~Provide support to contact centre on drafting sharp FAQ replies to customers via call, creating claims template for contact centre to achieve high first-contact resolution and eliminating unnecessary back and forth customer processes on claims matters.~crlf~~crlf~Provide administrative support in processing claims when customer volumes are low including taking on or supporting projects and initiatives taken up by the team from time to time.~crlf~~crlf~Lead and provide training to 2 Customer Service Officers to ensure the calls/ emails are handled professionally.

This role has a blend of skill sets in both customer service and claims processing. The focus is on customer service excellence to ensure claims and product benefits/processes relating to claims are correctly articulated.~crlf~~crlf~- Handle 2nd level contact centre claims related escalations~crlf~- Assist to draft and/or respond to customer claim matters~crlf~- Share, improve and align with the contact centre to equip 1st level customer fronting teams with FAQs and draft email templates~crlf~- Assist to process some insurance claims in accordance to claims procedures and instructions~crlf~- Perform system UAT from time-to-time and devise production workarounds if needed~crlf~- Updating of the necessary claims and service reports as required by Claims and Contact Centre Department~crlf~- Any other duties as and when deemed necessary to improve/enhance customer claim experience~crlf~~crlf~

- Diploma and above~crlf~- 3 years and above with people management skills~crlf~- Good insurance knowledge and at least 3 - 5 years of experience in General Insurance or Health and Life claims processing and contacting customers with regards to their claims~crlf~- Must have people management experience in a contact centre environment~crlf~- Basic MS Office software applications ~crlf~- Able to follow instructions and adapt to working environment with minimal supervision~crlf~- Good spoken and written communication skills in both English & Chinese~crlf~- Meticulous, responsible, systematic and good interpersonal skills, preferable to prior experience from customer service and claims~crlf~~crlf~

Download Google Assistant via your mobile phone and say “ I want to talk to Allianz Careers”. ~crlf~You can find out more about Allianz – the organisation, culture and recruiting process and try out our Allianz interview simulation~crlf~~crlf~~crlf~~crlf~Additional Information ~crlf~~crlf~“Note to Recruitment Agencies ~crlf~~crlf~In sourcing for candidates, Allianz works only with selected recruitment agencies expressly engaged under written agreements and specifically mandated for particular roles by the Allianz HR team. ~crlf~~crlf~Allianz shall not pay or be obliged or liable to pay any recruitment fees of any kind to any recruitment agency where candidate CVs are submitted to Allianz by such recruitment agency on an unsolicited or speculative basis. Notwithstanding the above, in the event that any recruitment agency submits any candidate CVs on an unsolicited or speculative basis, Allianz reserves all rights to directly contact any candidate to which such CVs relate without any obligation or liability whatsoever to the recruitment agency concerned (including without limitation any obligation or liability to pay any recruitment fees of any kind).”

Allianz is the home for those who dare – a supportive place where you can take the initiative to grow and to actively strengthen our global leadership position. By truly caring about people – both its 100 million private and corporate customers and more than 147,000 employees – Allianz fosters a culture where its employees are empowered to collaborate, perform, embrace trends and challenge the industry. Our main ambition is to be our customers’ trusted partner, instilling them with the confidence to grow. If you dare, join us at Allianz Group.~crlf~~crlf~We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.

Allianz Insurance Singapore seeks a talented and highly-motivated individual to join our organization as:

Submit your application at: https://careers.allianz.com~crlf~~crlf~


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We build on work time models that give our employees flexibility in planning and arranging their work and leisure time. 
You are encouraged to expand your skills and create a career across functions, countries and Allianz entities.
Access our digital learning programs anytime, anywhere and just as you need them. 
Join a truly global company and explore our international environment.
We care about your health and support you to stay fit and healthy.
Your results will be recognized with attractive rewards.
7 steps of the application process at Allianz.