Insurance Policy Administration Senior Process Associate - German Remote EMEA ResponsibilitiesAdministration 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 teamsKey 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 rolesAct as liaison between Policy Administrators, Team Coordinators and Team LeadersAccurate, timely and efficient data entry of insurance risks per client standards to achieve Service Excellence, in addition to general administrative dutiesDeliver exceptional service standards and meet KPI targetsSupport the Team Coordinator by keeping KPIs updated and preparing management information reports requested, using various reporting toolsParticipate in and support process improvement projectsContribute to technical support, procedural best practices and supportProvide new ideas and support the Management Team in executionMaintain a backup for senior tasks within the admin groupPerform more complex and time‐consuming tasks as requiredServe as a point of reference for technical and procedural best practices for team members within the Policy Administration TeamSupport new staff training and actively participate in new task transitionsMaintain and update process documentationGeneral administrative duties such as scanning, photocopying, profiling, issuing documentation and mailbox monitoringAccurate, timely and efficient data entry and quality checking of claims information according to standardsOpen new claim accounts in the system to support efficient claim processing throughout the claim lifecyclePrepare payments for claims in the systemProcess and dispatch standard letters and emails as requiredSupport data cleansing and mass change processing projectsKeep relevant KPIs updatedLiaise with internal and external parties to respond to and resolve queries within processing deadlinesMaintain general contact with underwriters and clients (if applicable), ensuring a great customer experiencePrepare management information reports using various reporting tools and methodsParticipate in continuous improvement or change project workProvide support to other teams during absences and peak workloadsEnsure telephony service availability during defined working hours and required languagesAnswer all incoming calls received through claims telephony linesIdentify the nature of inquiries and confirm whether they relate to an existing claim or a new notificationResolve simple customer or broker inquiries when information is readily available in the systemRedirect calls to the correct handler, team or department when the query cannot be resolved at first contactLog call details in the claim file or relevant system to maintain a clear and accurate audit trailEscalate urgent or risk‐related calls following internal escalation routesManage call backs by logging requests and ensuring they are assigned or completed within required timeframesMonitor telephony metrics such as wait times and call volumes, escalating issues when service levels are at riskQualificationsAcademic 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 rolesStrong interpersonal skills and ability to work effectively in diverse teamsExcellent accuracy, attention to detail and quality focus, capable of handling high volume and high pressure workCurious, willing to learn and willing to challenge conventionsAbility to organize, prioritize and plan workload to meet deadlinesDemonstrate personal integrity and follow-through on commitmentsPersonable, able to develop rapport easily and build relationships with stakeholdersPreferred QualificationsExperience in insurance or claims handling is an advantageExperience with small claims handling or insurance processesHigh motivation and eagerness to learn and growAbility to work under time pressure and in a dynamic environmentFamiliarity with digital automation and AI tools is a plusTransformation mindset – drive change for global enterprises and solve meaningful business challengesCommitment to continuous learning, mentorship, and career developmentGenpact 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.#J-18808-Ljbffr