Senior Insurance Claims Administrator – German

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.

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

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

• Prepare claims payments within the system.

• Process and send standard letters and emails as necessary.

• Assist with data cleansing and mass change processing projects.

• Maintain updated relevant KPIs.

• Collaborate with internal and external stakeholders to address and resolve inquiries within processing timeframes.

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

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

• Contribute to and support process improvement initiatives.

• Achieve exceptional service standards and KPIs.

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

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

• Contribute to technical support and establish procedural best practices.

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

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

• Answer all incoming calls through the claims telephony lines.

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

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

• Redirect calls to the appropriate handler, team, or department when immediate resolution is not possible.

• Log 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 procedures.

• Manage callback requests by logging them and ensuring timely assignment or completion.

• 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 within diverse teams.

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

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

• Curious and eager to learn, demonstrating a willingness to challenge established conventions.

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

• Demonstrate personal integrity by fulfilling commitments as promised.

• Personable, with the ability to easily develop rapport and build relationships.

• Strong customer focus.

• Open to acquiring new skills.

🏝️ Benefits

• Health insurance.

• 401(k) matching.

• Flexible work hours.

• Paid time off.

• Remote work options.