Contract Executive, Customer Support (12 months)
Core
Subject matter expert for complex customer enquiries relating to claims, underwriting, and policy servicing for life and health insurance products.
Role type
Contract Executive, Customer Support
Builds
Accurate and timely information on policy coverage, claims, benefits, and service processes for policyholders.
Domain
Insurance (Life and Health)
Deliverable
client delivery
Required skills
Claims assessment, underwriting knowledge, policy servicing, complaint resolution, case management, CRM system navigation, regulatory compliance, operational reporting, multi-channel communication (phone, email, digital), stakeholder partnership, process improvement.
Preferred skills
Financial Advisory experience, Health Insurance (Shield) knowledge, experience handling customer complaints/appeals.
Technologies
Integrated customer relationship management system, Microsoft Office (Excel, PowerPoint), web-based systems, audio/video systems.
Responsibilities
Manage customer enquiries via phone, email, and digital channels; investigate and manage customer feedback, complaints, and appeals; maintain service quality and productivity standards; prepare operational reports and track service metrics; develop strong understanding of products and services; manage time efficiently to meet KPIs and SLAs; adhere to company policies and legal/regulatory requirements.
Seniority
Contract (12 months), entry-to-mid level