Senior Associate Client Services (Remote)

Glints; Philippines; On-site; PHP 800,000 - 1,000,000; Full time

Job summary

Glints is seeking a Senior Associate, Client Services to support individual policyholders across policy servicing and claims. You will act as a key contact for clients, guiding them through policy requests and the claims process.

You will independently manage day-to-day cases, coordinate with internal teams and insurers, and handle complex or sensitive matters as needed.

Qualifications

• 7 years of experience in policy servicing, claims, or client support.
• Familiarity with life, health, and personal accident insurance policies.
• Knowledge of insurer servicing platforms, documentation, and submission workflows.
• Strong organisational and case management skills.
• Excellent attention to detail and documentation accuracy.
• Proficiency with Microsoft Word, Excel, and PowerPoint.

Responsibilities

• Handle client requests related to policy servicing and claims processing.
• Maintain accurate client records and document servicing activities.
• Monitor renewals, premium due dates, and lapse risks; follow up with clients.
• Prepare policy summaries and servicing materials for meetings.
• Support advisors with case submissions and underwriting follow-ups.

Skills

Communication skills

Organisational skills

Case management

Empathy

Independent work

Tools

Microsoft Office

Job description

Industry: Life Insurance / Financial Services

About the Role

We are looking for a Senior Associate, Client Services to support individual policyholders across policy servicing and claims. Working closely with the Client Services Manager, you will serve as a key point of contact for clients, helping them navigate policy-related requests and the claims process.

You will independently manage day-to-day cases, coordinate with internal teams and insurers, and escape complex or sensitive matters when necessary.

Key Responsibilities

• Handle client requests related to policy changes, reinstatments, nominations, premium queries, and policy documentation.
• Maintain accurate client records and ensure all servicing activities are properly documented.
• Monitor policy renewals, premium due dates, and potential lapse risks, following up with clients ahead of deadlines.
• Prepare policy summaries and servicing materials for client meetings and advisor use.
• Support advisors with case submissions, underwriting follow-ups, and outstanding requirements.

Claims Management

• Guide clients through the claims process from initial notification through settlement.
• Review and verify claim documentation for completeness before submission.
• Liaise with insurers regarding claim status, queries, and outstanding requirements.
• Keep clients informed throughout the claims process and manage expectations regarding timelines and outcomes.
• Assist with claim appeals or disputes by preparing supporting information for management review.
• Monitor claims volumes, turnaround times, and recurring issues, escalating trends or concerns when appropriate.

Coordination & Operations

• Coordinate with internal teams, including Advisory, Operations, and Administration, to ensure cases progress smoothly.
• Follow established governance and peer-review processes to maintain accuracy and minimise errors.
• Manage multiple cases simultaneously while maintaining a high level of service and attention to detail.

Requirements

• 7 years of experience in policy servicing, claims, or client support within the life insurance or financial advisory industry.
• Working knowledge of life, health, and personal accident insurance policies and related claims processes.
• Familiarity with insurer servicing platforms, documentation, and submission workflows.
• Strong organisational and case management skills, with the ability to handle a high volume of cases.
• Excellent attention to detail, particularly in documentation and record-keeping.
• Strong and empathetic communication skills, particularly when handling sensitive or complex client situations.
• Proficiency in Microsoft Office, particularly Word, Excel, and PowerPoint.
• Ability to work independently while collaborating effectively with different teams.