Senior Claims Officer / Claims Officer (Travel)

Job Summary

• To handle personal line claims and focusing on Travel
• With low levels of supervision to manage standard complex (medium/high severity/complexity) claims in the most effective, efficient way whilst delivering a customer centric claims service in a manner

Job Accountabilities

• Responsible for Personal line claims focusing on Travel insurance
• Promptly handle first and third party claims taking responsibility to resolve all enquiries from both customer and external contacts to ensure delivery of a focused claims service
• Develop a claims case strategy to ensure that appropriate reserves are assigned with investigations conducted and appropriate suppliers engaged
• Acquire and efficiently organise the relevant evidence and information to accurately assess the value of the claim and to recognise potential fraud/recovery indicators
• Review, resolve and proactively finalise claims within authority limits ensuring settlement at an optimum level
• Provide technical support to the team
• Serve as coach/ mentor to lower-level colleagues
• Act as the referral point for cases escalated by standard handlers
• Adhere to local regulatory and governance requirements throughout the life of the claim to ensure that we make decisions using the right standards
• Refer to customer specific claims handling protocol and/or customer proposition service charter to ensure that we understand & fulfil the needs and expectations of our customers; direct conversation with customer over the phone or email is required
• Assist the Claims Manager in managerial tasks and other ad hoc tasks

Job Qualifications

• Bachelor degree / Diploma or above with equivalent working experience
• 5 years or above experience in Travel claims
• Achieved recognised industry standard (e.g. Snr Asso. of ANZIIF) is highly preferred
• Solid claims handling experience in Travel with good customer service skill is a must
• Technical knowledge of products and services
• Technical claims handling knowledge in claims handling in travel claims products
• Good command of spoken and written English and Chinese (including Cantonese and Mandarin)
• Understand local legislation and legal liability
• Understand industry standards and protocol
• Knowledge of claims agreements
• Interpretation of policy over Knowledge and application of the litigation process
• Has extensive experience with all major aspects of the claims adjustment process
• Be able to articulate how to prioritise and work to deadlines
• Recognise the benefit of providing excellent customer service
• Desire to learn and be flexible to business change
• Detail-oriented with strong analytical mind set
• Team player with good interpersonal and communication skills
• Self motivated, able to work under pressure and handle multiple tasks
• Data analytical skill is preferred
• Candidates with less experience will be considered as Claims Officer

Why Zurich

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right? 

We are an equal opportunity employer who knows that each employee is unique - that’s what makes our team so great! 
Join us as we constantly explore new ways to protect our customers and the planet.
 

• Location(s):  HK - Hong Kong 
• Remote working: Hybrid