Senior Insurance Claims Administrator

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 verification of claims information in accordance with established standards.

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

• Prepare claim payments within the system.

• Process and send standard letters and emails as required.

• 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 processing deadlines.

• Maintain general contact with underwriters and clients (if applicable), ensuring a positive customer experience.

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

• Engage in and provide support for process improvement initiatives.

• Deliver exceptional service standards and meet KPIs.

• Contribute to the implementation of continuous improvement or change project initiatives.

• Offer assistance to other teams to cover for absences and manage peak workloads.

• Contribute to technical support and best practice procedures.

• Provide innovative ideas and support the team leader and coordinator in execution efforts.

• Ensure telephony services are available in accordance with defined working hours and required languages.

• Respond to all incoming calls on the claims telephony lines.

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

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

• Redirect calls to the appropriate handler, team, or department if the query cannot be resolved on the first 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 using internal escalation processes.

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

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

⛳️ Requirements

• Degree in Economic Studies (e.g., finance, accounting, or related fields) - BA.

• Proficient in both written and spoken English, with a preference for Portuguese.

• Strong interpersonal skills with the capability to collaborate as part of various teams.

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

• Experience in handling small claims or working in the insurance sector is a plus.

• Inquisitive and eager to learn, demonstrating a willingness to challenge conventional norms.

• Ability to organize, prioritize, and plan workload effectively to meet deadlines.

• Exhibit 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 tackle 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 push boundaries daily.

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