Customer Service officer, 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.

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~- Good insurance knowledge and at least 1-2 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~

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:

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