Customer Service Engineer
Acko General Insurance
Bengaluru, Karnataka, India
3d ago

Job Description : i. The incumbent will be managing auto claims Intimations, related calls (Inbound), queries on the status of claims.

ii. Manage & take decisions on the settlement of non-complex claims over the call based on photographs shared by the customer.

Technical explanation of claim assessments to the customer during the conversation.iii. Allocate complex claims central assessment team (CAT), region based on defined allocation parameters.

iv. Liaise, and Coordination with CAT Team, regional claims team, garages & surveyors for follow-up & ensure claims are processed with shortest possible time.

v. To ensure customers, auto claims related queries are directly managed within the claims team and resolved successfully in quick time. Posted On :

i. The incumbent will be managing auto claims Intimations, related calls (Inbound), queries on the status of claims.

ii. Manage & take decisions on the settlement of non-complex claims over the call based on photographs shared by the customer.

Technical explanation of claim assessments to the customer during the conversation.

iii. Allocate complex claims central assessment team (CAT), region based on defined allocation parameters.

iv. Liaise, and Coordination with CAT Team, regional claims team, garages & surveyors for follow-up & ensure claims are processed with shortest possible time.

v. To ensure customers, auto claims related queries are directly managed within the claims team and resolved successfully in quick time.

Department : Claims Posted On : Claims Open Positions : 1 Posted On : 01-Jan-1970 Role : Auto -Claims Intimation / Queries / Calls Management 60% i.

Take full responsibility of managing auto claims notifications, manage FNOL (First Notification of the Loss), and register motor claims intimation on the designated system and generate claim numbers.

ii. Manage all queries related to Auto claims when received calls / emails regarding the status of claims, settlement-related details, documents related queries, rejection / closure related queries, etc.

in coordination with internal claims team (CAT team / Specialized claims team), etc.iii. Manage non-complex claims from intimation to settlement under the scope of on account-settlements & based on delegated financial authority.

iv. To provide proactive customer assistance to achieve customer delight and high-level customer satisfaction for the insured and internal stakeholders through high-quality call management, resolution and excellent client service on the telephone and electronic media (like emails, etc.

v. Ensuring the customer is treated fairly, transparently and that the customer receives an excellent service experience in accordance with the set expectations & SLA.

vi. Maintaining quality and customer service standards keeping accurate records and ensuring claims records on Acko systems are up to date.

vii. Must work efficiently on set goals and work to avoid any escalations and maintain the relevancy and quality while providing service to the customers.

Drive an Operational efficiency 20 %i.To attempt to resolve Auto -claims / complaints within specified timelines / TAT (as applicable) referring any unresolved claims promptly to the Acko specialized claims team for immediate resolutionii.

Along with managing Auto minor -claims / low severity claims on priority basis giving immediate settlement option without seeking repair Invoice which helps customers to get the repair done in their convenient date and time.

Drive a culture of performance 20 %i. Coordinate within claims team and with Operations and finance where ever necessaryii.

To bridge the time gap in receiving and sending communication between the team members at various levels both in the CAT team and Regional team.

ii. To provide feedback to the claims team to ensure a motivated and committed team works together to drive better results. Posted On :

Auto -Claims Intimation / Queries / Calls Management 60%

i. Take full responsibility of managing auto claims notifications, manage FNOL (First Notification of the Loss), and register motor claims intimation on the designated system and generate claim numbers.

ii. Manage all queries related to Auto claims when received calls / emails regarding the status of claims, settlement-related details, documents related queries, rejection / closure related queries, etc.

in coordination with internal claims team (CAT team / Specialized claims team), etc.

iii. Manage non-complex claims from intimation to settlement under the scope of on account-settlements & based on delegated financial authority.

iv. To provide proactive customer assistance to achieve customer delight and high-level customer satisfaction for the insured and internal stakeholders through high-quality call management, resolution and excellent client service on the telephone and electronic media (like emails, etc.)

v. Ensuring the customer is treated fairly, transparently and that the customer receives an excellent service experience in accordance with the set expectations & SLA.

vi. Maintaining quality and customer service standards keeping accurate records and ensuring claims records on Acko systems are up to date.

vii. Must work efficiently on set goals and work to avoid any escalations and maintain the relevancy and quality while providing service to the customers.

Drive an Operational efficiency 20 %

i.To attempt to resolve Auto -claims / complaints within specified timelines / TAT (as applicable) referring any unresolved claims promptly to the Acko specialized claims team for immediate resolution

ii. Along with managing Auto minor -claims / low severity claims on priority basis giving immediate settlement option without seeking repair Invoice which helps customers to get the repair done in their convenient date and time.

Drive a culture of performance 20 %

i. Coordinate within claims team and with Operations and finance where ever necessary

ii. To bridge the time gap in receiving and sending communication between the team members at various levels both in the CAT team and Regional team.

ii. To provide feedback to the claims team to ensure a motivated and committed team works together to drive better results.

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