Primary Duties & Responsibilities
- Receive and review insurance claims submitted electronically or through alternative channels from partner insurance companies.
- Verify claim details, policy coverage, and eligibility criteria to ensure compliance and accuracy.
- Register new claims reported by insurance companies, loss adjusters, or restoration professionals, and allocate each claim to the appropriate restoration technician.
- Review technician reports outlining the requirements for each assigned property and ensure timely processing.
- Maintain consistent and professional communication with insurers, loss adjusters, restoration specialists, and clients throughout the lifecycle of each claim.
- Communicate property requirements to the respective insurance company efficiently and accurately.
- Respond to enquiries, information requests, and status updates in a timely and professional manner.
- Assign tasks to relevant personnel as needed, ensuring effective coordination and workflow management.
- Maintain precise records of all service calls, dispatch details, and customer information within the systems used by both Disaster Care and the insurance company.
- Generate and submit accurate invoices to insurance partners in line with the scope of work and contractual terms.
- Support the maintenance of accurate operational records, including detailed reports and project documentation.
- Prepare and present progress updates and situational reports when required.
- Provide empathetic, responsive, and professional customer service to claimants and policyholders throughout the claims process.
- Address client concerns and escalate unresolved matters to relevant team leaders as appropriate.
- Identify, record, and escalate complaints in accordance with company policy and service-level expectations.
- Has a crucial role in private sales follow up and finalisation of opportunities .
- Compliance to the agreed SLAs by adhering the company SOPs.
- Register all the work on the company platforms as click up ,OCMS and CRM.
Required Skills & Qualifications
- Proficiency in English at C1 level (both written and spoken) is mandatory.
- Minimum of 1 year of experience working with CRM software (preferred).
- Strong proficiency in email platforms such as Outlook or Gmail.
- Comfortable using CRM and Project management systems as Click up systems for case management and communication.
- Excellent data entry and fast typing skills.
- Exceptional organisational and multitasking abilities.
- Active listening skills and strong interpersonal communication.
- Demonstrated sound judgment and critical thinking capabilities.
- Ability to thrive under pressure and adapt to evolving tasks or priorities.
Preferred Experience
- Familiarity with claims processing or working with insurance companies is an addon
- Prior experience in a remote or distributed work environment will be considered an add on asset.
- Has a good understanding of operations requirements , SOPs adherence, and SLAs achievement.
Job Type: Full-time
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