Insurance Claims Administrator – Assistant Manager

This is a fully remote position, open to applicants in Portugal.

📋 Description

• Perform general administrative tasks such as scanning, photocopying, profiling, issuing documentation, and monitoring mailboxes.

• Ensure accurate, timely, and efficient data entry and quality checks of claims information in accordance with established standards.

• Create a new “account” for each claim in the system to facilitate efficient processing throughout the claim lifecycle.

• Manage the payment processing of claims within the system.

• Handle the processing and dispatch of standard letters and emails as needed.

• Assist with data cleansing and mass change processing projects.

• Maintain up-to-date relevant KPIs.

• Communicate with internal and external stakeholders to address and resolve queries within processing deadlines.

• Engage with underwriters and clients (if applicable), ensuring an excellent customer experience at all times.

• Compile management information reports as requested, utilizing various reporting tools and techniques.

• Contribute to and support process improvement initiatives.

• Achieve exceptional service standards and KPIs.

• Participate in and assist with continuous improvement or change project initiatives.

• Provide support to other teams during absences and peak workload periods.

• Contribute to technical support and best practices in procedures.

• Offer innovative ideas and assist the team leader and coordinator with execution.

• Ensure availability of telephony services according to defined working hours and required languages.

• Respond to all incoming calls received through the claims telephony lines.

• Identify the nature of inquiries and verify whether they relate to an existing claim or a new notification.

• Address simple customer or broker inquiries when the necessary information is readily accessible in the system.

• Redirect calls to the appropriate handler, team, or department when inquiries cannot be resolved during the initial contact.

• Record call details in the claim file or relevant system to maintain a clear and accurate audit trail.

• Escalate urgent or risk-related calls following established internal escalation protocols.

• Manage callback requests by logging them and ensuring they are assigned or completed within the specified timeframes.

• Monitor telephony metrics such as wait times, call volumes, and abandonment rates, escalating issues when service levels are at risk.

⛳️ Requirements

• A degree in economics (e.g., finance, accounting, or related fields) - BA.

• Proficient in both written and spoken German and English.

• Strong interpersonal skills, capable of collaborating effectively within various teams.

• Exceptional accuracy and attention to detail, producing high-quality output even under pressure and high volumes.

• Previous experience in small claims handling or within the insurance sector is advantageous.

• Eager to learn, curious, and willing to challenge established conventions.

• Strong organizational and prioritization skills to effectively manage workload and meet deadlines.

• Demonstrates personal integrity by fulfilling commitments as promised.

• Personable, able to establish rapport easily and cultivate relationships.

• Strong customer focus.

• Open to acquiring new skills.

🏝️ Benefits

• Be a transformation leader – Work at the forefront of AI, automation, and digital innovation.

• Make an impact – Drive change for global enterprises and address significant business challenges.

• Accelerate your career — Gain hands-on experience, mentorship, and ongoing learning opportunities.

• Collaborate with the best – Join over 140,000 bold thinkers and problem-solvers who challenge boundaries daily.

• Thrive in a values-driven culture – Our principles of courage, curiosity, and incisiveness, built on integrity and inclusion, empower your ideas to drive progress.