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Claims Customer Support Senior Specialist


Job Summary

To handle complex telephone and electronic inquiries from agents/brokers, insureds, regulators, customers, claimants, prospective customers and refer to the appropriate business unit, service unit or claims office to enable customers to solve complex problems and improve business.

Job Accountabilities - Key Accountabilities

• Handle difficult situations that may require extensive research and knowledge and make recommendations.
• Identify appropriate business or marketing reps for agents seeking appointments, identify agents for prospective customers who wish to purchase insurance from Zurich and locating claims office staff for insureds and other parties calling to report claims.
• Provides product expertise and advice to customer service staff, team members, agents/brokers, insureds, regulators, customers, claimants, prospective customers.
• Research, respond and address telephone and electronic inquiries from internal and/or external customers.
• Resolve Department of Insurance and Consumer Complaint cases and provides training to new Customer Support Associates.
• Enter inquiry data into tracking system.
• Runs and analyzes reports.
• Provide technical advice that enables a customer to solve a problem or improve business.
• Develop and maintain positive customer relationships by meeting regularly with customers when no specific initiative is underway.
• Anticipate customer needs, monitor trends and recommend changes.
• Analyze needs, develop and recommend alternatives for improvements to processes, customer service or products.
• Lead short-term (3 to 9 months), defined scope projects.

Business Accountabilities

Manage and control specific cost variables and utilize established financial systems to track budgets and highlight variances
• Monitor and review work undertaken and support business case development across a number of small to medium scale projects or a large complex project in order to ensure appropriate use of materials, tools, equipment or resources and adherence to schedules.
• Provide advisory services to colleagues on a daily basis, by being focal point of contact, to ensure adherence to the company's risk and compliance processes.
• Research primary data sources, select relevant information, analyze key themes and trends to provide insights and recommendations and segmentation and analysis and improvement of sales processes and effectiveness.
• Research best practice and review and analyze detailed business models to support senior management in developing and improving sales and distribution processes and systems.
• Assess complex customer/distributor issues and requests, evaluate their unique needs and apply technical techniques and know-how to recommend a solution.
• Advise senior management to support change through understanding and insight in order to have an impact on local business performance.
• Provide recommendations on activity and resource prioritization for channel development, and influence the design and implementation of standards and programs / campaigns to support business improvement / growth.
• Manage capability development activities in a channel or customer segment, focusing on one or more areas (development of customer or distributor insights; segmentation and value proposition; sales tools and platforms; channel effectiveness; customer management practices) to support business improvement.
• Support colleagues to build targeted growth opportunities, such as development of the distribution network and tenders, working with regional/global colleagues and liaising with other functions where appropriate.

Job Qualifications

• Bachelors Degree and experience in non motor claims

• High School Diploma or Equivalent and 7 or more years of experience in the Customer Service or Sales Support area

• Advanced knowledge of Zurich products and services
• Excellent communication skills
• Complex analytical and problem solving skills
• Customer service skills
• Insurance industry experience


You are the heart & soul of 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

We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step. 

Let’s continue to grow together!


  • Location(s):  MY - Kuala Lumpur 
  • Remote working:
  • Schedule: Full Time
  • Recruiter name: Tarenjit Kaur
  • Closing date:

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