bolttech
Service Officer
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In this position you will...
be involved in administrative services related to management of insurance claims made by customers; exercise of judgment in examining documents submitted in relation to such claims; complete documentation; maintaining quality customer services and ensuring legal compliance.
You will be responsible for…
- Studying provisions of policy or certificate.
- Initiating or conducting investigation of questionable claims.
- Completing forms, reports, logs, and records in relation to claims or services.
- Maintaining quality customer services by following customer service practices; responding to customer inquiries and provides timely updates to the customer.
- Preparing reports by collecting, analyzing, and summarizing information.
For you to be successful…
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We expect you to be able to demonstrate the following key competencies
Communication Skills
- Communicates clearly with the customers, Operations and counterparts.
- Open line communications to managers, supervisor and counterparts to further enhance the claims process towards customer satisfaction.
- Actively promotes a two-way feedback approach and champions the value this delivers
Customer Focus
- With a preventive mindset to identify potential errors on claims (authenticity of documents).
- Actively seeks to understand customer feedback and needs and uses this in decision making and solutioning.
- Responds quickly and effectively to new customer ideas and requests.
- Uses feedback and data to provide examples to improve internal processes and services to clients.
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Collaborative
- Effective approach and good relationship to every level in the department.
Impactful
- Must be able to comply or exceed business set Key Performance Indicator (KPI).
You will require the following qualifications and skills
- Minimum two (2) years experience in handling insurance related service requests or insurance claims related to medical issues and concerns.
- Ability to identify any errors, authenticity of documents.
- Probing and listening skills.
- Conflict management – able to calm down customers.
- Able to multi-task.
- Strong analytical skills, attention to detail and creative problem solver.
- Good written and verbal communication skills.
- Computer literacy in Word, Excel and Powerpoint.
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