Operations Specialist - Employee Benefits Contact Centre -ASO

Hong Kong ASO Contact Centre

Hong Kong ASO (Administrative Services Only) handling customer inquiries and providing assistance in Employee Benefits Claims line.

Resolving customer complaints and escalations: The contact centre team addresses customer complaints, investigates issues, and works towards resolving them in a timely and satisfactory manner.

Marsh and McLennan Companies (MMC) is seeking candidates for the following position based in the Kuala Lumpur Shared Services Operations Office:

Operations Specialist - Employee Benefits Contact Centre (Supporting Hong Kong)

What can you expect?

Be a part of a regional operational shared service center

Interact diverse colleagues and stakeholders from various line of business within MMC

What is in it for you?

Career Development and Training Opportunities

Explore opportunities to work on regional and global projects

Conducive Smart Office work environment

We will count on you to:

• Registration, Processing and Adjudication of claims within turnaround time.
• Compute claims settlement and verify reimbursements from members / panel providers are correct.
• Diligently monitor and follow-up on unsettled claims with members and/or outstanding information from clients / panel providers.
• Provide quality customer service to clients over phone call or email
• Follow up customer calls where necessary
• To manage claims status, claims dispute, enrolment process, program details and all account management tasks
• Handling email correspondences, and liaise with internal & external clients in positive manner for effective problem resolution to ensure smooth running of all daily operation matters
• Resolve client’s enquiries efficiently and escalate problems / issues promptly
• Ensure final outputs (calls, emails or tasks) are of good quality and consistent with the Standard Operating Procedures and Service Level Agreement assigned
• To support ad-hoc tasks as assigned
• Team Player to ensure claims KPIs are met
  
  

What you need to have:

Technical Skills

• Good Proficiency in using MS Office (Excel, Word)
  
  

General Skills

• Basic understanding of claims (outpatient / in-patient claims) or Employee Benefits programs
• Understand Insurance terminology
• Good work ethics with high level of integrity, detailed oriented, compliant and process driven
• A team player who is hardworking, able to prioritize and meet deadlines
• Possess good problem-solving ability, interpersonal skills.
• Strong organizational and time management skills
• Able to work independently within TATs and contribute as a team player.
• Strong oral and written communication skills
• Chinese literacy and fluency in Cantonese and English is a must
• Must be able to work in a high stress environment
  
  

Education/ Qualification

• Candidate must possess at least a Bachelor’s degree preferably of any field
• Knowledge in Life Insurance background
  
  

What makes you stand out:

• Minimum 2-3 years’ experience in working on claims operation.
• Insurance knowledge (Life or Employee Health Benefit)
  
  

Marsh McLennan (NYSE: MMC) is the world’s leading professional services firm in the areas of risk, strategy and people. The Company’s more than 85,000 colleagues advise clients in over 130 countries. With annual revenue of $23 billion, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses. Marsh provides data-driven risk advisory services and insurance solutions to commercial and consumer clients. Guy Carpenter develops advanced risk, reinsurance and

capital strategies that help clients grow profitably and pursue emerging opportunities. Mercer delivers advice and technology-driven solutions that help organizations redefine the world of work, reshape retirement and investment outcomes, and unlock health and well being for a changing workforce. Oliver Wyman serves as a critical strategic, economic and brand advisor to private sector and governmental clients. For more information, visit marshmclennan.com, or follow us on LinkedIn and X.

Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.

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