Associate - Motor Claims

21 Marching By Marching Sheep; Mumbai; On-site; INR 240,000 - 420,000; Full time

Job summary

Marching Sheep is hiring for a Full-time role handling inbound FNOL calls for motor insurance claims in Mumbai. You will guide customers through the claims process, explain policy coverages, and promote the use of network garages for cashless repairs.

The role requires strong communication and ability to document interactions in CRM and coordinate with various teams to ensure quick claim settlements. Experience in call centers or insurance claims handling is essential, with motor insurance

Qualifications

• Experience in a call center, customer service, or insurance claims handling role is essential.

Responsibilities

• Answer inbound calls from policyholders to register first notification of loss for motor insurance claims.
• Explain the claims process and policy coverage clearly to customers.
• Guide customers to network garages and provide location details from internal lists.
• Coordinate with garages, surveyors and claims teams for timely assessments and approvals.
• Document all claim details and interactions in the CRM system.
• Resolve customer queries and minor complaints about the claims process or garage selection.
• Meet KPIs related to call handling times, customer satisfaction, and diversion rate to network garages.

Skills

Call center experience

Customer service

Insurance claims handling

CRM software

Tools

CRM databases

Job description

Inclusive Hiring By Marching Sheep | Full time

• First Point of Contact: Answer inbound calls from policyholders to register first notification of loss (FNOL) for motor insurance claims.
• Customer Guidance: Clearly explain the claims process, policy coverage details, and the benefits of using a preferred/network garage for cashless repairs.
• Network Diversion: Proactively guide and persuade customers to use one of the company's network garages, addressing any concerns and providing location details from the Preferred Garage List or internal systems.
• Coordination: Coordinate with network garages, surveyors, and internal claims teams to ensure PPN Services, prompt damage assessment and repair approvals.
• Documentation: Accurately document all claim details, customer interactions, and claim status in the CRM or claims management software (GC).
• Issue Resolution: Resolve customer queries and minor complaints related to the claims process or garage selection, ensuring a high level of customer satisfaction.
• Target Achievement: Meet established Key Performance Indicators (KPIs) and targets related to call handling times, customer satisfaction, and the percentage of claims diverted to network garages.

Requirements

Experience: Prior experience in a call center, customer service, or insurance claims handling role is essential. Experience in motor insurance is highly preferred.

• Communication: Excellent verbal communication skills in [mention relevant languages, e.g., English, Hindi, Marathi, Telgu, Tamil, Kannada], with the ability to explain technical details clearly to customers.
• Persuasion & Negotiation: Strong interpersonal skills and the ability to persuade and influence customers to utilize network services while remaining calm and professional.
• Technical Skills: Basic computer proficiency and familiarity with CRM software or claims databases.
• Knowledge: An understanding of motor insurance principles, claims procedures, and the benefits of cashless facilities is an advantage.
• Attributes: Detail-oriented, organized, empathetic, and capable of working in a fast-paced, target-driven environment.