Claims Helpdesk Specialist

23 hours ago

Makati City, National Capital Region, Philippines AIA Philippines Full time ₱1,200,000 - ₱2,400,000 per year

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.

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