Senior Insurance Claims Administrator – Portuguese

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

📋 Description

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

• Conduct precise, timely, and efficient data entry and quality verification of claims information in accordance with established standards.

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

• Prepare claims payments within the system.

• Process and send standard correspondence and emails as needed.

• Assist in data cleansing and large-scale change processing projects.

• Maintain up-to-date relevant KPIs.

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

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

• Generate management information reports upon request using various reporting tools and methodologies.

• Participate in and support process improvement initiatives.

• Achieve exceptional service standards and KPIs.

• Assist in the implementation of continuous improvement or change project work.

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

• Contribute to technical support and procedural best practices.

• Propose new ideas and assist the team leader and coordinator with execution.

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

• Handle all incoming calls received through the claims telephony lines.

• Determine the nature of inquiries and whether 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 the query cannot be resolved during the initial contact.

• Document 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 call back 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

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

• Proficient in both written and spoken Portuguese and English.

• Strong interpersonal skills with the ability to work effectively as part of various teams.

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

• Experience in handling small claims or working in the insurance sector is an advantage.

• Inquisitive, eager to learn, and willing to challenge conventional practices.

• Strong organizational skills and the ability to prioritize and plan workload to meet deadlines.

• Demonstrate personal integrity by fulfilling commitments and deadlines.

• Personable and capable of easily developing rapport and building relationships.

• Strong customer focus.

• Open-minded and willing to acquire 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 continuous learning opportunities.

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

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