Claims Team Lead

Job Responsibilities:

• Performance Management – Achieve operational goals and key performance indicators that are aligned to the organisation’s overall strategic objectives.
• Operation Management – Work within the Authority’s policies and guidelines when engaging customers and provide quality service with prompt follow-up to customers over the phone and/or emails. Acquire strong knowledge of the different leave schemes, so as to provide guidance to the customers/claimants on complex claims & deviation cases and ensure consistency in all the given replies.
• Customer Service – Supervise the enquiry management associates to deliver a high standard of service to claimants/customers by listening to their needs, probe to redirect to the intent of the question and offer alternative solutions. Resolve customer queries efficiently and escalate issues promptly for management’s advice/approval where necessary.
• Consolidation of Report – Update and group the team’s individual reports in accordance to the various schemes, namely claims/benefits/appeals and refund cases daily for monitoring and tracking purposes.
• Customer Communication – Execute the communication programs to shape the behaviour of customers/claimants. Contact customers for more information and documents, where necessary and provide interim replies for applications, which are still under review.
• Process Review – Identify areas of improvement and propose enhancements where applicable, so as to streamline and implement solutions for operational efficiency and effectiveness

Period:

• 3 Years contract

Location:

• Commonwealth

Working Hours:

• Monday to Friday (8.30am – 6pm)

Salary:

• Up to $2,500 + Performance Bonus

Job Requirements:

• Diploma Holder in any discipline or equivalent
• Candidates with prior experience in outbound calls preferred/excellent in customer service delivery
• Good verbal and written communication and interpersonal skills
• Proficient in Computer Knowledge (Microsoft Excel and Words)
• Must uphold strong code of work ethics, in particular confidentiality of information
• Organised, self-motivated and result-oriented individual
• Good in time management skill
• Strong leadership and management skills

Interested applicants, kindly email your detailed resume (MS Word format is preferred):

nicholas@successhrc.com.sg (Reg No: R1549023)

Please ensure that applications sent through email are no bigger than 1Mb.

We thank all applicants for your interest but regret to inform that only shortlisted candidates would be notified.

Success Human Resource Centre Pte Ltd (EA License Number: 97C4832)
3 Shenton Way, Shenton House,
#19-01 Singapore 068805
T: 6337 3183 | F: 6337 0329 | W: www.successhrc.com.sg