Job Duties

• Handle first notification of loss (FNOL) from multiple channels mainly Claim online through website, e-mail, Roojai webservice, Mobile Application
• Monitor Web App dispatching, review and consider to call back and process claim accordingly
• Support inbound calls of first notification of loss (FNOL) including fax and customer walk in
• Able to quickly require information, reassure the customer, provide direction, answers to basic claim questions and advise further claim process
• Communicate with customers, updating the customers of the progress of their claims at stage of FNOL
• Enter new claims at FNOL stage in Salesforce and ensure all transactions are posted/released.
• Submit Desktop survey report and follow up Physical survey report from Surveyor to claim handling team within timeline
• Ensure Survey Report are processed, and Survey Fee Invoice are submitted in timeline
• Handle complaints at the first point of contact
• Report to Senior Claim Executive and Claim Executive handling of concerns, compliments from customers and third party with recommended solutions and areas of improvement
• Share work experience and knowledge with colleagues through team meetings
• Actively participate in process improvement sessions, providing constructive feedback and suggestions
• Perform other duties as assigned by Manager with fully supporting

Requirements

• High vocation certificate in Mechanic or University graduate
• Experience in Motor Claim Call Center, Motor Surveyor and Claim Handling is an advantage
• Should have sound knowledge of various motor vehicles, their market values, various repair procedures and costs, recovery procedures
• Strong Knowledge in Motor Insurance
• Good spoken and written communication skills (Good in English communication is an advantage)
• Excellent customer service and negotiation skills
• Ability to analyze information
• Good administrative and computer skills