Subject Matter Expert

7 days ago

Malad Mumbai Maharashtra, India Teleperformance Full time

Claims SME Role Details:

- Seeking a dynamic and experienced individual to lead our Claims and Insurance Process team.

Core Role Responsibilities:

- Monitor teams Investigate, evaluate, and resolve claims of applicable to Host Guarantee Terms of Service, using a multichannel customer support environment
- Lead and mentor a team of claims and insurance professionals
- Ensure timely and accurate processing of claims in compliance with industry standards and company policies
- Implement people and process improvements to enhance efficiency and customer satisfaction
- Initiating, investigating, and resolving cases involving complex damage, liability claims, potential fraud, or brand risk, verifying facts, and determining resolutions based on internal policies.
- Enable teams on providing timely and accurate resolution through the suggested workflows and best practices shared
- Ability to manage team schedules and organization expectations
- 1-3 years of experience in claims and dispute resolution, ecommerce, conflict resolution, fraud or risk investigations, and/or crisis management.
- Providing upward feedback regarding the status of claims, communicating regularly with supervisors and managers.
- Stay updated on industry regulations and ensure team compliance
- Utilize data to make informed decisions and implement process enhancements
- Setup mechanism to understand key trends and issues faced by ambassadors including building an audit mechanism to review performance
- Mastering knowledge of company policies and procedures inside and out, being an expert in claims verification, payment processing, dispute resolution and fraud detection.
- Determining compensation and validity of the claims, identifying possible claim risks and/or liaising with other departments to de-escalate active threads. This process will require excellent negotiation skills and might involve stakeholder relationships and research.
- Maintaining high levels of confidentiality while performing investigations.

Minimum Skills to Hire & Key Callouts:

- Excellent oral/written communication skills in supported languages (English primary, secondary as noted)
- Excellent problem-solving skills
- Familiarity with claims management processes, regulations, and industry best practices -Previous experience in Team Management, Leadership.

**Job Types**: Full-time, Permanent

**Salary**: Up to ₹550,000.00 per year

**Benefits**:

- Health insurance

Schedule:

- Monday to Friday
- Rotational shift

**Experience**:

- total work: 1 year (preferred)

Work Location: In person

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