Insurance Claims Administrator – German

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

📋 Description

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

• Execute accurate, timely, and efficient data entry along with quality verification of claims information according to established standards.

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

• Prepare claims payments in the system.

• Process and send standard letters and emails as necessary.

• Assist with data cleansing and mass change processing projects.

• Maintain up-to-date relevant KPIs.

• Communicate with internal and external parties to address and resolve queries within designated processing timelines.

• Engage with underwriters and clients (if applicable) to consistently deliver an excellent customer experience.

• Generate management information reports as requested, utilizing various reporting tools and methodologies.

• Contribute to and support process improvement initiatives.

• Achieve exceptional service standards and KPIs.

• Participate in and support the implementation of continuous improvement or change project work.

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

• Contribute to technical support and the establishment of procedural best practices.

• Offer new ideas and support the team leader and coordinator in execution efforts.

• Ensure telephony service availability aligns with defined working hours and required languages.

• Handle all incoming calls through the claims telephony lines.

• Determine the nature of inquiries and ascertain if they pertain to an existing claim or a new notification.

• Resolve straightforward customer or broker inquiries when information is readily accessible in the system.

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

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

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

• Manage callback requests by logging them and ensuring they are assigned or completed within required timelines.

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

⛳️ Requirements

• Bachelor's degree in Economic studies (e.g., finance, accounting, or related fields).

• Proficient in both written and spoken German and English.

• Strong interpersonal skills with the ability to collaborate effectively within various teams.

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

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

• Inquisitive, eager to learn, and willing to challenge established conventions.

• Ability to organize, prioritize, and manage workload to meet deadlines efficiently.

• Demonstrate personal integrity by fulfilling commitments as promised.

• Personable and capable of easily developing rapport and building 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 continuous learning opportunities.

• Collaborate with top talent – Join over 140,000 bold thinkers and problem-solvers who challenge limits every day.

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