Client Support Executive - EB Claims Contact Centre (Supporting Hong Kong)
Marsh McLennan
- Kuala Lumpur
- Permanent
- Full-time
- Be a part of a regional operational shared service center
- Interact diverse colleagues and stakeholders from various line of business within MMC
- Career Development and Training Opportunities
- Explore opportunities to work on regional and global projects
- Conducive Smart Office work environment
- Registration, Processing and Adjudication of claims within turnaround time.
- Assists in the determination of claim liabilities, value, and service provider fees and sets reserves, with low financial authority, according to company and legal standards
- Ensure computed claims settlement and verified reimbursements from insurers are valid.
- Diligently monitor and follow-up on unsettled claims with insurers and/or outstanding information from clients.
- Interact with stakeholders to ensure proper execution of tasks.
- Prepare claims statistic report on a monthly basis include, updating the documentation processes.
- Proactively identify problems with the team or client and provide solutions.
- Participate in project initiatives to improve efficiency and productivity of the department.
- Provide quality customer service to clients over phone call, email or on portal navigation to resolve client’s enquiries efficiently, including liaising with internal & external clients.
- Follow up customer calls where necessary and document all call information according to Standard Operating Procedures (SOP) while ensuring SLA requirements are met.
- A Bachelor’s Degree in any field
- 2-3 years of experience handling Employee Benefits Insurance Claims
- Proficient in MS Office (Pivot Table, Excel Formulas and Words)
- Ability to understand, speak Cantonese, read and write Chinese is required
- Must possess professional and friendly attitude and be able to quickly develop a rapport with customers over the phone
- Experience supporting shared service operations
- Experienced in a “Third Party Administration environment” handling medical claims / medical policies in a contact center environment
- Ability to systematically manage and retrieve data
- Strong analytical skills and detail-oriented to comprehend and summarize appropriate information
- Excellent coordination and listening skill and be able to ask probing questions to understand concerns