Senior Officer, Claims

**In this position you will....**

be responsible for managing a full spectrum of claims servicing for both existing and potential clients across all general insurance classes. This includes overseeing the end-to-end claims process, from submission to settlement, while ensuring timely and effective communication with all stakeholders.

**You will be responsible for**
- Managing and handling commercial general insurance claims, ensuring timely settlement in accordance with the established claims Standard Operating Procedures (SOP).
- Monitoring and following up on claims regularly; providing timely updates to clients on claim progress; ensuring all claim-related enquiries from internal and external stakeholders are addressed efficiently; offering expert advice and claims advocacy to clients.
- Assisting the Head of Department (HOD) in identifying process improvements and proposing solutions to enhance internal claims procedures and SOP. Preparing and presenting claims reports, statistics, and presentation materials as required.
- Liaising and following up with insurers, loss adjusters, and clients to obtain outstanding claim documents and information.
- Assessing and verifying documentation submitted by clients, adjusters, and insurers. Overseeing various stages of the claims lifecycle, including submission, preliminary advice, settlement negotiation, and appeal handling.
- Maintaining proper tracking of ongoing claims and ensuring consistent follow-ups with all stakeholders to facilitate prompt, fair, and reasonable claim settlements.
- Conducting regular file reviews for ongoing claims and providing loss analysis for key clients.
- Developing and maintaining strong working relationships with both clients and insurers.
- Collaborating closely with the broking team to ensure efficient and effective claims management. Providing claims support to broking colleagues through training sessions, claims trend analysis, and participation in client meetings where necessary.
- Undertaking other ad-hoc duties and assignments as may be delegated from time to time.

**For you to be successful**

**We expect you to be able to demonstrate the following key competencies**

Customer Focus:

- Demonstrates a customer centric mindset by prioritizing customer needs and addressing concerns with a sense of urgency.
- Aware of the benefits of offering different service solutions to a diversity of customers and helps support adoption.
- Understands the importance of customer feedback and appreciates their points of view.

Collaborative:

- Co-operates with team members to resolve problems and achieve goals.
- Offers support and contributes to the delivery of shared goals. Displays loyalty and trust to team.
- Listens, encourages, and is respectful of others when working together

Creative:

- Looks for new ways to solve problems and execute in ways that add value.
- Tries new ideas and approaches.

Communication
- Provides others with information they need in a timely manner.
- Communicates clearly and actively listens to others.

Adaptable:

- Handles unexpected requirements and ambiguity in a receptive and calm manner. Resilient when things don’t go to plan.

**You will require the following qualifications and skills**
- Minimum of 5 years’ experience in the insurance industry, with a focus on handling general insurance claims.
- Possess a valid Certificate in General Insurance (comprising BCP, PGI, and CGI modules).
- Strong verbal and written communication skills; proficiency in spoken Mandarin Chinese is preferred.
- Demonstrates critical thinking and effective problem-solving abilities.
- Excellent time management skills and the ability to perform well in a dynamic, fast-paced environment.
- Meticulous with strong attention to detail and a high level of accuracy.