Job Description

Job Title:
Travel Claims Associate
Job Family:
Contact Centre
AIP Level:
Associate
Career Level:
Associate Contributor
Job Code:
Division/Department:
Operations (Claims)

position summary
Efficiently and effectively review and resolve Claim requests. Responsibilities would include responding to emails, making/receiving calls to Chinese/Asian customers, obtain missing/additional information on claims via internal departments, and/or customers, within targeted timeframes, while maintaining confidentiality and strict adherence to business ethics. Required to attain performance objectives on a monthly basis.
key responsibilities

• Proficiency in Chinese (Mandarin/Cantonese) language.

• Respond to incoming calls, emails, and requests from customers; complete callbacks to clients, agents, in order to provide information and resolve customer service issues.
• Review claims and understanding the cause of loss.
• Interpret policies in, and fully explain benefit coverage to customers regarding policies, benefits, and claim status.
• Develop an extensive and sound knowledge of our products in order to provide timely and accurate information to our customers.
• Proper review of documents received from customers and accordingly updating the status.
• Ascertaining the right amount to pay to customers which will be further reviewed by claim examination team.
• Adhere and comply with the risk management and compliance obligations/processes.
• Checking the basic details and linking the documents received from policyholders.
• Appropriate review of all the information and maintaining the quality required for the process.

Qualifications and Education Requirements

• Any graduate
• Must be certified and proficient in Chinese (Mandarin and Cantonese) language. Reading, writing, and speaking
• A minimum of 6-12 months experience in a customer service related function prominently with English and Chinese languages.
• Applicant must be comfortable with New Zealand shift (2am to 11am IST) and work from office environment. 5 working days and 2 weekend offs.
• Ability to pay close attention to detail and multi-task.
• Excellent communication skills in Mandarin, specifically the ability to communicate professionally and articulate via phone/email with clients and customers.
• Demonstrated ability to use initiative and independent judgment in solving customer problems.
• Claims experience is not required

Working Environment:
Office environment with moderate noise.
Physical Demands:
(Stand or Walk/ Sit/ Talk or Hear/ Lift)
Mainly sitting and talking on the phone/using a computer with limited opportunity to move about freely; occasional lifting may be required.
Travel Requirements:
No routine travel required.
Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Join us. Let's care for tomorrow.