Service Officer

In this position you will....

be involved in administrative services related to management of insurance claims made by customers; exercise of judgment in examining documents submitted in relation to such claims; complete documentation; maintaining quality customer services and ensuring legal compliance.

You will be responsible for…

• Studying provisions of policy or certificate.
• Initiating or conducting investigation of questionable claims.
• Completing forms, reports, logs, and records in relation to claims or services.
• Maintaining quality customer services by following customer service practices; responding to customer inquiries and provides timely updates to the customer.
• Preparing reports by collecting, analyzing, and summarizing information.

• For you to be successful…
• We expect you to be able to demonstrate the following key competencies

• Communication Skills
• Communicates clearly with the customers, Operations and counterparts.
• Open line communications to managers, supervisor and counterparts to further enhance the claims process towards customer satisfaction.

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• Actively promotes a two-way feedback approach and champions the value this delivers

• Customer Focus
• With a preventive mindset to identify potential errors on claims (authenticity of documents).
• Actively seeks to understand customer feedback and needs and uses this in decision making and solutioning.
• Responds quickly and effectively to new customer ideas and requests.

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• Uses feedback and data to provide examples to improve internal processes and services to clients.

• Collaborative

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• Effective approach and good relationship to every level in the department.

• Impactful
• Must be able to comply or exceed business set Key Performance Indicator (KPI).

You will require the following qualifications and skills

• Minimum two (2) years experience in handling insurance related service. requests or insurance claims related to medical issues and concerns.
• Ability to identify any errors, authenticity of documents.
• Probing and listening skills.
• Conflict management – able to calm down customers.
• Able to multi-task.
• Strong analytical skills, attention to detail and creative problem solver.
• Good written and verbal communication skills.
• Computer literacy in Word, Excel and Powerpoint.