Insurance Policy Administration Senior Process Associate - German Remote EMEA
Responsibilities
- Administration work to ensure high quality and efficient processing of administration requests with specific analysis, from a range of stakeholders including external brokers, end clients and internal underwriting teams
- Key entry point for all escalations with external and internal stakeholders by answering questions within the Admin scope and transferring other inquiries to the relevant departments or roles
- Act as liaison between Policy Administrators, Team Coordinators and Team Leaders
- Accurate, timely and efficient data entry of insurance risks per client standards to achieve Service Excellence, in addition to general administrative duties
- Deliver exceptional service standards and meet KPI targets
- Support the Team Coordinator by keeping KPIs updated and preparing management information reports requested, using various reporting tools
- Participate in and support process improvement projects
- Contribute to technical support, procedural best practices and support
- Provide new ideas and support the Management Team in execution
- Maintain a backup for senior tasks within the admin group
- Perform more complex and time‐consuming tasks as required
- Serve as a point of reference for technical and procedural best practices for team members within the Policy Administration Team
- Support new staff training and actively participate in new task transitions
- Maintain and update process documentation
- General administrative duties such as scanning, photocopying, profiling, issuing documentation and mailbox monitoring
- Accurate, timely and efficient data entry and quality checking of claims information according to standards
- Open new claim accounts in the system to support efficient claim processing throughout the claim lifecycle
- Prepare payments for claims in the system
- Process and dispatch standard letters and emails as required
- Support data cleansing and mass change processing projects
- Keep relevant KPIs updated
- Liaise with internal and external parties to respond to and resolve queries within processing deadlines
- Maintain general contact with underwriters and clients (if applicable), ensuring a great customer experience
- Prepare management information reports using various reporting tools and methods
- Participate in continuous improvement or change project work
- Provide support to other teams during absences and peak workloads
- Ensure telephony service availability during defined working hours and required languages
- Answer all incoming calls received through claims telephony lines
- Identify the nature of inquiries and confirm whether they relate to an existing claim or a new notification
- Resolve simple customer or broker inquiries when information is readily available in the system
- Redirect calls to the correct handler, team or department when the query cannot be resolved at first contact
- Log call details in the claim file or relevant system to maintain a clear and accurate audit trail
- Escalate urgent or risk‐related calls following internal escalation routes
- Manage call backs by logging requests and ensuring they are assigned or completed within required timeframes
- Monitor telephony metrics such as wait times and call volumes, escalating issues when service levels are at risk
Qualifications
- Academic background in economics, finance, accounting or a related domain (BA required)
- Proficient in written and spoken English; proficiency in German, Dutch, French or Spanish is required for German Remote EMEA roles
- Strong interpersonal skills and ability to work effectively in diverse teams
- Excellent accuracy, attention to detail and quality focus, capable of handling high volume and high pressure work
- Curious, willing to learn and willing to challenge conventions
- Ability to organize, prioritize and plan workload to meet deadlines
- Demonstrate personal integrity and follow-through on commitments
- Personable, able to develop rapport easily and build relationships with stakeholders
Preferred Qualifications
- Experience in insurance or claims handling is an advantage
- Experience with small claims handling or insurance processes
- High motivation and eagerness to learn and grow
- Ability to work under time pressure and in a dynamic environment
- Familiarity with digital automation and AI tools is a plus
- Transformation mindset – drive change for global enterprises and solve meaningful business challenges
- Commitment to continuous learning, mentorship, and career development
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
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