Client Services Officer

Job Highlights

• 5 days work week
• Permanent role
• Immediate vacancy

Job Responsibilities

• Handle incoming calls and respond to customer's emails on employee wellness, medical and benefits plans
• Maintain complete and accurate records of customer interactions in the Customer Relationship Management (CRM) system
• Process flexible benefits claims, verifying submitted documents to ensure they meet client guidelines and completeness
• Adjudicate self-funded claims and liaise with employees or HR teams for any missing or incomplete information
• Liaise with employees/HRs for submission of missing/incomplete Information/documents
• Prepare and submit payroll/Giro reports and Flex Claims utilization reports to clients according to agreed timelines
• Analyse and investigate claims to prevent fraudulent claims reimbursements
• Manage, resolve, and close customer complaints and feedback, as well as handle employee inquiries related to claims adjudication
• Ensure timely follow-up with both internal and external stakeholders on pending cases to provide swift resolution
• Perform ad-hoc tasks as assigned by management

Requirements

• Minimum 2 to 4 years of experience in claims processing, customer service, or a contact centre role, ideally within the insurance industry
• Experience with CRM systems and claims management software to track and resolve claims effectively.
• Familiarity with flexible benefits, health insurance, and claims processing
• Proficiency in Microsoft Excel for reporting and data management is an advantage.
• Knowledge of Mandarin is an advantage to support Mandarin-speaking clients
• Excellent verbal and written communication skills
• Exceptional problem-solving abilities, attention to detail, and a proactive approach to customer service
• Strong organizational and time management skills, with the ability to handle multiple claims and inquiries at once
• Willingness to work on a rotating shift between 8:00am to 7:00pm to meet business needs

Job Types: Full-time, Permanent

Pay: RM3,000.00 - RM4,500.00 per month

Schedule:

• Day shift
• Monday to Friday

Application Question(s):

• Are you familiar with Customer Relationship Management (CRM) system?
• Are you willing to work on a rotating shift between 8:00am to 7:00pm to meet business needs?

Experience:

• CRM systems and claims management software: 2 years (Required)
• Insurance industry: 2 years (Required)
• claims processing, customer service, or a contact centre: 2 years (Required)

Language:

• Mandarin (Required)