Senior Process Associate, Insurance Claims – German

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

📋 Description

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

• Conduct accurate, timely, and efficient data entry and quality checking 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's lifecycle.

• Process claims payments within the system.

• Handle and dispatch standard letters and emails as necessary.

• Assist with data cleansing and mass change processing initiatives.

• Maintain up-to-date relevant KPIs.

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

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

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

• Engage in and support process improvement initiatives.

• Uphold exceptional service standards and meet 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 fresh ideas and assist the team leader and coordinator in execution efforts.

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

• Respond to all incoming calls received through the claims telephony lines.

• Identify the nature of the inquiry and determine if it pertains to an existing claim or a new notification.

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

• Redirect calls to the appropriate handler, team, or department if the query cannot be resolved during the first 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 according to internal escalation procedures.

• 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, and escalate issues when service levels are at risk.

⛳️ Requirements

• Bachelor's degree in economics (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 as part of various teams.

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

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

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

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

• Demonstrates personal integrity by fulfilling commitments reliably.

• Personable and able to easily develop rapport and build 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 every day.

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