Operations Specialist -Employee Benefits Contact Centre- Insurance - ASO

The Programme

Hong Kong ASO (Administrative Services Only) handling customer inquiries and providing assistance in Employee Benefits Claims line. 
 
Resolving customer complaints and escalations: The contact center 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 lines 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.

What You Will Do

• 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 calls 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 correspondence and liaising with internal & external clients in a 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.

Required Skills and Abilities

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 and 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.

Prior Experience:

• Fresh graduates are encouraged to apply.

Education/ Qualification:

• Candidate must possess at least a Bachelor’s degree, preferably in 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).

About Us: 
 
Marsh is the world’s leading insurance broker and risk adviser.  
 
With more than 45,000 colleagues operating in more than 130 countries, Marsh serves commercial and individual clients with data driven risk solutions and advisory services.  
 
Marsh is a business of Marsh McLennan, the leading global professional services firm in the areas of risk, strategy, and people.  
 
With annual revenue of over $20 billion, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses: Marsh, Guy Carpenter, Mercer, and Oliver Wyman.