post-claims

Overview

Who you'll be working for

What requirements you'll need to be eligible

• Minimum SPM, Diploma, or Bachelor's Degree in any discipline.
• Minimum 1 year of experience in Customer Service (Voice), Call Centre, Contact Centre, or BPO environment.
• Strong verbal communication and customer handling skills.
• Proven ability to manage high-volume inbound/outbound calls.
• Excellent problem-solving, active listening, and conflict resolution skills.
• Comfortable multitasking and navigating multiple systems while speaking with customers.
• Good command of English and Bahasa Malaysia (additional languages are an advantage).
• Willing to work rotational shifts, weekends, and public holidays, if required.

What you'll be doing on the job

• Handle inbound and outbound calls related to post-claims enquiries for medical insurance policies.
• Assist customers with claim status updates, payment enquiries, claim decisions, reimbursement details, and required documentation.
• Explain claim outcomes, policy coverage, benefits, and exclusions in a clear and professional manner.
• Investigate customer concerns, provide issue resolution, and ensure timely follow-up.
• Liaise with internal claims teams to track pending cases and provide customers with updates.
• Accurately document customer interactions and update records in the system.
• Ensure compliance with company policies, client guidelines, and data privacy requirements.
• Achieve KPIs related to customer satisfaction (CSAT), quality assurance (QA), service level agreements (SLA), productivity, and attendance.

Consultant Contact