Senior Executive, Claims & Customer Service

In this position you will....

Drive strong claims support and customer servicing, including handling Maid insurance renewals, while taking ownership of day-to-day coordination and escalations to ensure smooth delivery and consistent customer outcomes.

You will be responsible for…

• Drive the growth and day-to-day management of the General Insurance portfolio, including new business opportunities, renewals, servicing priorities, and coordination with customers, insurers, and internal teams


• Manage Maid insurance renewals and related servicing activities, ensuring timely follow-up, accurate documentation, and clear communication with customers and insurers


• Oversee General Insurance claims handling and policy servicing matters, including follow-ups, escalations, endorsements, documentation, and customer enquiries


• Take ownership of coordination and escalation across customers, internal teams, and insurers


• Provide day-to-day direction and alignment for the claims and servicing team


• Ensure timely resolution of outstanding cases across claims, renewals, and service requests


• Maintain accurate documentation and reporting


• Identify and support process improvements to enhance service quality and efficiency

For you to be successful…

We expect you to be able to demonstrate the following key competencies 

Impactful

• Has a clear understanding of team’s objectives and aligns efforts to these.


• Maintains commitment to achieving goals in the face of obstacles.

Customer Focus:

• Demonstrates a customer centric mindset by prioritizing customer needs and addressing concerns with a sense of urgency.


• Aware of the benefits of offering different service solutions to a diversity of customers and helps support adoption.


• Understands the importance of customer feedback and appreciates their points of view.

Collaborative:

• Co-operates with team members to resolve problems and achieve goals.


• Offers support and contributes to the delivery of shared goals.      Displays loyalty and trust to team.


• Listens, encourages, and is respectful of others when working together.

Creative:

• Looks for new ways to solve problems and execute in ways that add value.


• Tries new ideas and approaches.

Communication

• Provides others with information they need in a timely manner.


• Communicates clearly and actively listens to others.


• Communication is specific and fact based using a style appropriate for the audience.

Adaptable:

• Handles unexpected requirements and ambiguity in a receptive and calm manner.      Resilient when things don’t go to plan.


• Employs different approaches depending on the situation.

You will require the following qualifications and skills                                                                                                               

• 4–6 years’ General Insurance experience in an agency or broker environment, with hands-on exposure to new business support, renewals, claims handling, customer servicing, and policy administration


• Strong understanding of General Insurance processes, including claims, renewals, policy servicing, and insurer coordination


• Experience in customer servicing, policy servicing, and call handling environments


• Ability to take ownership of coordination and escalation across stakeholders


• Comfortable operating in a hands-on, fast-paced environment with competing priorities


• Experience in system implementation / UAT testing is an advantage