Senior Process Associate, Insurance Claims – Dutch (Flemish)

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 checks of claims information in accordance with established standards.

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

• Prepare claims payments within the system.

• Process and send standard letters and emails as necessary.

• Assist with data cleansing and mass change processing initiatives.

• Maintain updated relevant KPIs.

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

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

• Create management information reports as needed using various reporting tools and techniques.

• Contribute to and support process improvement projects.

• Uphold exceptional service standards and KPIs.

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

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

• Contribute to technical support and procedural best practices.

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

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

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

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

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

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

• 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 internal escalation procedures.

• Manage callback requests by logging them and ensuring completion within required timelines.

• 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 a related field) - BA.

• Proficient in both written and spoken Dutch (Flemish) and English.

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

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

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

• A curious mindset, eager to learn and challenge conventional practices.

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

• Demonstrates personal integrity by following through on commitments as promised.

• Personable, able to build rapport easily and foster relationships.

• Strong customer focus.

• Willingness to learn 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 innovative thinkers and problem-solvers who push boundaries daily.

• Thrive in a values-driven culture – Our foundation of integrity and inclusion fosters an environment where your ideas can drive progress.