Walk-in | Senior Executive - Claims Relationship Manager

Navi Limited; Bengaluru; On-site; INR 600,000 - 950,000; Full time

Job summary

Navi Limited in Bengaluru seeks a Senior Executive Claims Relationship Manager to own the end-to-end claim journey from admission intimation to final settlement, coordinating with doctors, motor claim handlers, hospitals, field investigators, and internal teams to ensure a smooth, customer-first experience.

The role requires empathy, ownership, and strong communication in English, Hindi, and at least one regional language, with 2+ years of work experience and a 2nd PUC or higher, plus

Qualifications

• Act as primary contact for customers during the insurance claim journey.
• Guide customers through cashless and reimbursement processes across touchpoints (calls, chat, emails).
• Coordinate with doctors, motor claim handlers, hospitals, field investigators, and internal teams to resolve queries.
• Meet defined SLAs for turnaround time, quality, and CSAT.

Responsibilities

• Own end-to-end claim journey from admission intimation to settlement.
• Monitor progress and proactively inform customers until settlement.
• Identify fraud indicators or discrepancies in claims.
• Perform Root Cause Analysis (RCA) and provide actionable insights.

Skills

Customer empathy

Ownership

English/Hindi + regional

Documentation validation

Shift flexibility

Stakeholder coordination

Education

2nd PUC or higher

Job description

Senior Executive - Claims Relationship Manager

Location: Bangalore

About the Team

The Claims team at Navi is responsible for delivering a fast, transparent, and customer-first claims experience. From initial intimation to final settlement whether cashless or reimbursement they manage the end-to-end process with a strong focus on accuracy and turnaround time. The team works closely with the Hospital Partnerships team to streamline coordination and uses data-driven insights and process automation to improve claim resolution speed and customer satisfaction.

About the Role

As a Senior Executive Claims Relationship Manager, you will play a critical role in ensuring customers experience a smooth and transparent journey during their claims process. You will be the voice of the customer within Navi, owning their end-to-end claim journey from admission intimation to final settlement while collaborating with multiple stakeholders such doctors, motor claim handlers, hospitals, garages, field investigators, and internal business teams.

Your role requires empathy, high ownership, and problem-solving skills to balance customer delight with process compliance.

What We Expect From You

• Act as the primary point of contact for customers during their insurance claim journey.
• Assist and guide customers through the cashless and reimbursement claim process across multiple touchpoints (calls, chat, emails).
• Coordinate with doctors, motor claim handlers, hospitals, garages, field investigators, and internal teams to resolve queries and ensure smooth claim approvals.
• Track and monitor claim progress, keeping customers informed proactively until settlement.
• Identify and escape fraud indicators or discrepancies in claims.
• Meet defined SLAs for turnaround time, quality, and customer satisfaction.
• Deliver a high CSAT experience by handling customer interactions empathetically and professionally.
• Identify process gaps and suggest improvements to enhance the customer experience.
• Ability to perform Root Cause Analysis (RCA) of assigned cases and provide actionable insights.

Must Haves

• Ability to take ownership, drive progress independently, and meet timelines.
• Strong focus on solving customer pain points with empathy.
• Clear and effective communicator in English, Hindi, and at least one regional language.
• Ability to validate documents, identify inconsistencies, and ensure compliance.
• Willingness to work in rotational shifts (24/7 support) and rotational weekly offs as per business requirements.
• Team player with the ability to coordinate across multiple stakeholders.
• Should have completed 2nd PUC (Pre-University Course) or higher, with a minimum of 2 years of work experience.

Inside Navi

We are shaping the future of financial services for a billion Indians through products that are simple, accessible, and affordable. From Personal & Home Loans to UPI, Insurance, Mutual Funds, and Gold were building tech-first solutions that work at scale, with a strong customer-first approach.

Founded by Sachin Bansal & Ankit Agarwal in 2018, we are one of Indias fastest-growing financial services organisations. But were just getting started!

Our Culture

The Navi DNA

Ambition. Perseverance. Self-awareness. Ownership. Integrity.

We're looking for people who dream big when it comes to innovation. At Navi, youll be empowered with the right mechanisms to work in a dynamic team that builds and improves innovative solutions. If youre driven to deliver real value to customers, no matter the challenge, this is the place for you.

We chase excellence by uplifting each otherand that starts with every one of us.

Why You'll Thrive at Navi

At Navi, its about how you think, build, and grow. Youll thrive here if:

• Youre impact-driven : You take ownership, build boldly, and care about making a real difference.
• You strive for excellence : Good isnt good enough. You bring focus, precision, and a passion for quality.
• You embrace change : You adapt quickly, move fast, and always put the customer first.