Senior Executive, Claims Support Services

Generali Insurance Malaysia Berhad; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading insurance firm in Kuala Lumpur is seeking a Senior Executive for Claims Support Services. The role involves managing claims inquiries via email and phone, ensuring compliance with company policies, and providing quality service to customers. The ideal candidate should possess a diploma or degree in insurance, have at least 3 years of experience in a similar role, and exhibit strong communication skills. This position offers a dynamic environment with opportunities for professional growth.

Qualifications

• Minimum 3 years in a similar role.
• Customer service experience is an advantage.

Responsibilities

• Handle incoming emails in the claims mailbox.
• Provide clear advice on claims procedures and required documents.
• Ensure compliance with Group policies, guidelines, and regulations.

Skills

Basic computer skills; MS Word & Excel

Strong written and spoken English

Independent, accurate, and fast worker

Education

Diploma/Degree in Insurance or related field

Job description

Senior Executive, Claims Support Services

Handle incoming emails in the claims mailbox

Register first notification of loss (FNOL)

Respond to claims enquiries promptly and accurately

Forward emails to the correct Claims PIC/unit

Answer customer calls related to claims

Perform callbacks to customers/NPS detractors when required

Maintain and update daily productivity tracker

Key Responsibilities

Email Management

Provide clear advice on claims procedures and required documents

Give accurate claims status updates

Escalate complex issues to the relevant claims unit (no liability commitments)

Forward claims notifications/documents to the right unit or registration team

Escalate complaints to Claims Unit Heads if beyond handling capacity

Answer customer calls with claims advice and status updates

Perform callbacks to NPS detractors, close the loop, and share feedback

Service Delivery

Ensure compliance with Group policies, guidelines, and regulations

Support smooth daily operations of the team

Monitor and distribute workload fairly (Team Lead only)

Complete additional tasks assigned by Unit Head within deadlines

Deliver quality claims service according to benchmarks

Reporting

Update productivity tracker daily

Prepare reports and provide data to Unit Head when required

Projects

Participate and contribute to projects assigned by Unit Head

Qualification & Experience

Education

Diploma/Degree in Insurance or related field

Experience

Minimum 3 years in a similar role

Customer service experience is an advantage

Skills

Basic computer skills; MS Word & Excel

Strong written and spoken English

Independent, accurate, and fast worker