Claims Administrator, Assurant-India
This position is responsible for effective management of claims from the time of intimation through closure with the goal of achieving target SLAs and delivering exceptional customer service. Key duties include oversite in assignment of a service network partner to each claim, confirming customers receive communications around repair process and timelines, monitoring claims to ensure progression as the desired speed, obtaining status updates from service partners, ensuring customers are timely appraised of any changes in repair ETAs, and ensuring claims are brough to successful closure.
This position will be Work from Office at our Mumbai, India location.
What will be my duties and responsibilities in this job?
- Provide oversight to ensure each claim is assigned to an eligible service network partner on a timely basis. For products that require a repair outside the policy holder’s location, additional oversight may be needed for a logistics partner handling the pick-up and return portions of the claim journey.
- Ensure assigned service network or logistics partner are contacting customers on a timely basis to communicate next steps and ETAs, such as in-home appointment date/time or time of device pick-up/delivery.
- Closely monitor service network and logistics partners are providing us with timely claim statuses updates to validate claims remain on track for completion or allow us to provide customers with revised ETAs.
- Communicate decisions to service network partners based on repair estimates reviewed by a Claim Adjudicator.
- Drive the achievement of target SLAs and KPIs, such as repair TAT and Customer Satisfaction.
- Working with service network partners to help resolve situations where a repair is at risk to exceed desired SLAs, such as evaluating alternative sources for parts needed to complete repairs or evaluating alternative claim fulfillment options.
- Providing ongoing guidance and support to service network partners for how to properly submit repair estimates and supporting documentation.
- Identify service network and logistics partners who need attention training and coaching on processes and procedures, including the use of Assurant systems.
- Assist with reminders to service network and logistics partners to submit timely invoices for completed services.
- Monitor and action potentially fraudulent activity with the claims journey.
- Assist in resolving claim escalations in a timely manner.
What are the requirements needed for this position?
- Graduate in any stream
- Min 5 years of experience of working in Service Operations.
- Understanding of performance measurement tools, methodology and technology.
- Demonstrates initiative and ownership.
- Excellent communication skills – verbal & written.
- Ability to work in a fast paced, changing environment.
- Results oriented approach, able to work under pressure and prioritize work and tasks effectively.
- Ability to build strong working relationships with internal/external customers and any other relevant stakeholders.
- A passion for delivering exceptional customer service.
What other the Preferred Experience, Skills, and Knowledge?
- Industry knowledge or experience in consumer electronics/whitegoods.
- Experience of managing claims payable and receivable.
- Sound working knowledge of Microsoft Office applications e.g. Outlook, Word, etc. and ability to grasp new systems.
Any posted pay range considers a wide range of compensation factors, including candidate background, experience, and work location, while also allowing for salary growth within the position.
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For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.
What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 13 countries and awarded the Fortune America’s Most Innovative Companies recognition in 2023, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.
Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.
Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.
