Inviting applications for the role of Insurance Claims with German-Remote Romania

Responsibilities 
•    General administrative duties such as scanning, photocopying, profiling, issuing documentation and mailbox monitoring.
•    Accurate, timely and efficient data entry and quality checking of claims information as per the standards.
•    Open a new “account” for each claim, into the system to help with efficient processing of the claim – throughout the claim lifecycle.
•    Prepare the payment of claims in the system.
•    Process and dispatch standard letters and emails as required. 
•    Support data cleansing and mass change processing projects. 
•    Keep the relevant KPIs updated. 
•    Liaising with internal and external parties to respond to and resolve queries within processing deadlines.
•    General contact with underwriters and clients (if applicable) always providing a great customer experience.
•    Preparing management information reports as requested using various reporting tools and methods.
•    Participate and provide support to process improvement projects.
•    Delivers exceptional service standards/KPI’s.
•    Participating and support the implementation in continuous improvement or change project work.
•    Providing support to other teams to cover absences and peak workloads.
•    Contributing to technical support and procedural best practice and support.
•    Provide new ideas and support the team leader and coordinator regarding execution.
•    Ensure telephony service availability in line with defined working hours and required languages.
•    Answer all incoming calls received through the claims telephony lines.
•    Identify the nature of the enquiry and confirm whether it relates to an existing claim or a new notification.
•    Resolve simple customer or broker enquiries when the information is readily available in the system.
•    Redirect calls to the correct handler, team or department when the query cannot be resolved at first contact.
•    Log call details in the claim file or relevant system to maintain a clear and accurate audit trail.
•    Escalate urgent or risk related calls following internal escalation routes.
•    Manage call backs by logging the request and ensuring it is assigned or completed within required timeframes.
•    Monitor telephony metrics such as wait times, call volumes and abandonment, and escalate issues when service levels are at risk.

Qualifications 
Minimum qualifications 
•    Economic studies (e.g. finance, accounting or similar domains) - BA
•    Proficient in written and spoken German and English
•    Good interpersonal skills with the ability to work as a member of various teams
•    Excellent accuracy and attention to detail and Quality to produce high quality output even when dealing with high volume and under pressure
•    Experience on small claims handling or in insurance will be an advantage
•    Curious, willing to learn and showing a challenging conventions spirit
•    Ability to organise and prioritise and plan workload to meet deadlines
•    Demonstrating personal integrity; doing what they say they’ll do when they said they’d do it
•    Personable, able to develop rapport easily and build relationships 
•    Good Customer Focus
•    Open to learn new  skills

Preferred qualifications 
•    You will ideally have experience of working in an office environment, in a multi-cultural environment, experience in insurance is an advantage
•    Experience on managing teams 5 to 15 staff in a multi-cultural environment 
•    Evidence of an interest in a career in people management, insurance or shared services is required
•    You will need good computer skills including Microsoft Tools skills (Excel, PPT, Teams, Outlook). 
•    Proactive on a continuous improvement to develop skills 
•    Expert knowledge of operational processes and procedures, core systems, interfaces and reporting tools. Lean or Six sigma training would be an advantage
•    Experience in recruitment, performance management and absence management
•    People management skills (e.g. providing feedback, delegation, coaching, managing challenging situations)
•    Good communicator and team player