At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.
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About the Role
Digital Operations is a critical role in ensuring we have great customer experience in Claims Handling. This role will contribute to the best-in-class SOP (standard operating procedure) and policy while ensuring that claims are handled in the most efficient, effective way while delivering a customer-centric claims service.
Roles and Responsibilities:
- Review, assess and approve claims accurately within the agreed targeted service turnaround time and claims adjudication guidelines / practices.
- Engage with customers to provide timely and accurate updates and resolutions regarding the claims follow up additional information where required without delay provide outcomes on the adjudication process and handle communication with internal and external stakeholders in line with the agreed procedure is needed to provide settlement of the claims.
- Serve as primary point of contact when there are customer inquiries / issues related to claims.
- Maintain good customer satisfaction by providing a professional customer support.
- Resolve claims issues / complaints from customers. If necessary, communicate customer issues with internal stakeholder to resolve customer issues / complaints.
- Monitor and ensure customer related KPI are met or exceed expectation.
- Handle inquiries from internal and external parties within the agreed targeted turnaround time.
- Liaise with internal stakeholders to ensure the claims payout process are completed.
- Participate in UAT (user acceptance test) and present test outcomes/results for UAT sign-off for the development of a new claims processing process.
- Monitor existing processes and make recommendations to improve current processes. For system related changes, specify the change requirements and drive the change with internal and external stakeholders, and perform user acceptance test based on the raised requirements.
Minimum Job Requirements:
- 1 year(s) of working experience in claims processing is preferred.
- An entrepreneurial attitude with ability to work in a fast paced, flexible environment on multiple concurrent projects.
- Results oriented and problem solver.
- Team player. You can cut to the core of a problem, identify what needs to be done and work with the teams to get products launched.
- Strong conceptual thinking combined with excellent problem-solving capabilities and an innovative mindset.
- Ability to build relationships in an international environment with a diverse group of internal and external stakeholders at different levels of the organization.
- Ability to communicate clearly and effectively (both oral and written) components of the operations process to stakeholders and external audiences.
