Claims Helpdesk Specialist

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.

It's about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you? Then read on.

About the Role

The Claims Helpdesk Specialist is responsible for ensuring that claims-related email inquiries, requests and complaints and answered completely, accurately, courteously and in a timely manner. Oversees the helpdesk team with a view to providing high quality service across all claims following our customer-focused, digital first approach.

Roles and Responsibilities:

Performance Management

• Ensure that claims-related emails are answered completely, accurately, courteously and in a timely manner.; with clear, concise, and customer-friendly communications.
• Plan, schedule, supervise and control work operations within the Helpdesk team to ensure that the email volume can be adequately supported.
• Closely monitor TATs and SLAs, identify process bottlenecks and recommend improvements accordingly.
• Resolve customer complaints, offer viable courses of action and/or recommend handling of exceptional cases for management approval.
• Plans and recommend administrative and operational changes to further improve processing and servicing and to maximize manpower utilization.
• Review, edit, approve and/or sign letters, memos, documents and other correspondences to the policy owner, agent or other concerned parties pertaining to claims communications.
• Regularly review and improve Claims template communications and coordinate with other resources (i.e. CX, Marketing) for review and assistance.

People Management and Development

• Conduct regular conversations with team members to provide feedback on performance, discuss strengths and areas for improvement, and address concerns.
• Report at least once a week to the TPA site to observe, monitor and assess productivity and accuracy of the responses of the Claims Helpdesk personnel.
• Ensure that productivity targets and SLAs are met.
• Evaluate job performance of employees for probationary and/or regular appointments and for performance management purposes.
• Conduct learning sessions to upskill team members.
• Define and discuss performance goals for each team member.
• Drive action plans to improve team engagement.
• Assist the Head of Claims and Policy Benefits in developing and implementing action plans in accordance with set priorities.

Risk Management

• Analyze complaints and recommend the appropriate course of action.
• Immediately report possible escalations and participate in the analysis and recommendation for decision on requests for reconsideration.
• Review Claims Helpdesk processes to identify risk areas and recommend improvements.

Projects and Initiatives

• Provide process owner expertise to various initiatives of the Company through attendance in requested meetings, email and phone consultations and the like.
• Participate in and support automation initiatives by providing inputs, defining requirements and testing enhancements.
• Performs other responsibilities and duties periodically assigned by superior to meet operational and/or other requirements.

Minimum Job Requirements:

• College graduate of any course.
• With at least five (5) years' experience in handling customer-facing transactions.
• With keen attention to details.
• Excellent people skills.
• With excellent written and oral communication skills in both English and Filipino.
• Must be proficient in MS Office applications.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.