Job Description
Senior Claim Representative
Remote India
Full time
REQ-230475
Genworth Financial India Private Limited is a wholly owned subsidiary of Genworth that works closely with our Strategic suppliers based out of India, providing services to Genworth’s businesses globally.
Genworth Financial, Inc. is a leading insurance holding company committed to helping families achieve the dream of home ownership and address the financial challenges of aging through its leadership positions in mortgage insurance and long-term care insurance. Headquartered in Richmond, Virginia, Genworth traces its roots back to 1871.
POSITION LOCATION Remote India
YOUR ROLE
In this role you will be part of the team in Genworth India. You will support our customer centric culture as a customer advocate by proactively providing accurate and timely information in order for the customer to be fully informed during the claims process.
You will, as a member of the Payment Servicing Team, partner closely with the Eligibility and Contact Center teams to provide an extraordinary claims experience for our customers.
You will work in a fast -paced environment across multiple products, ensuring claims handling follows policy provisions, internal guidelines, and Compliance requirements and will be responsible for the processing and payment of long-term care claims. We operate daily with integrity and character to achieve outstanding results.
You will be working with best in class employees with a diverse background in a very fun and engaging environment.
What you will be doing
Through the use of critical thinking and problem solving, you will make claim decisions and process transactions based on the claimant’s policy and other information provided.
To ensure excellence in our relationship with our customer, you will be responsible for incoming and outgoing calls to claimants, caregivers, facilities and other persons or entities involved in the claim to enhance the customer experience
In support of our focus on team’ vs individual’, you will effectively manage and prioritize a work queue and multiple job responsibilities in a fast-paced environment, frequently with aggressive deadlines.
You will be accountable for recognizing and working within a structured environment with clearly defined Standard Operating Procedures, to ensure consistency of claims practices and resolution. You will also be responsible for making complex decisions based on experience and sound judgment for situations not specifically defined in those procedures.
Collaboration and effective communication are important; you will seek solutions rather than just identify problems and will partner with teams across sites to achieve common goals.
For the purpose of maintaining a highly engaged organization of professional employees, you will uphold our P.A.R.T. culture – Professional Accountable Respectful Together.
To meet our customer needs is important to be open to flexible working hours.
What you bring
Language Skills: The candidate must have a fluent command of the English language. Ability to handle work conversations, written documents as well as an adequate listening comprehension.
You have 18 24 months of experience in adjudicating insurance claims OR you have deep operations experience in Financial Services industry (Insurance preferred).
You have a proven ability to communicate effectively both in written and oral communication along with experience in using Windows applications (e.g. letter writing, spreadsheets, databases).
You excel in customer service as evidenced by professional and empathetic demeanor in all interactions.
You possess strong critical thinking, problem solving, conflict resolution and collaboration skills.
Must be available to work an 8.5-hour shift between the hours of 1pm to 12:30am Indian Standard Time zone. Specific hours to be determined by Hiring Manager after hire.
Must have access to reliable high-speed broadband internet connection and space to set up workstation
Preferred Qualifications
Experience in adjudicating claims, medical terminology and diseases/diagnoses and can interpret contract language, disability processes, nursing home licensing and rehabilitative requirements.
Higher education (Bachelor’s or Master’s degree in non-technical fields)
Longstanding experience in customer service.