Role Context
- The Claims Analyst will be responsible for delivering PLAK’s
promise to customers by processing benefits with humanity and empathy. The
jobholder will apply their communication skills, accumulated industry
experience and specific product knowledge to assess and guide customers
through the payment of their policy benefits. He/She will be an ardent
team player, and will be instrumental in shaping the customer journey,
retention and delight.
Principal Accountabilities
- Champion a complete customer payments journey, ensuring that
the process remains customer-focused and does not create a barrier to
payment of valid claims.
- Drive customer communication for and ensure successful payment
of survivor benefits when they are due.
- Protect customer benefits and PLAK reputation through
comprehensive assessment of validity of claims, processing of the right
amounts due and processing within the timelines promised to customers.
- Provide peace of mind to customers accessing their benefits
payments by providing timely information on requirements, keeping
customers updated through the payments process and notifying customers on
disbursement of their benefits.
- Demonstrate acute keenness to detail to support timely payment
of valid benefits to their bonafide beneficiaries.
- Guided by statutory requirements, track unclaimed benefits and
ensure that best effort is applied to trace bonafide beneficiaries in the
absence of which, process the benefits to the Unclaimed Financial Assets
Authority within the stipulated timelines.
- Request for and capture adequate customer information to
support statutory screening, report suspicious transactions as per PLAK
policy and statutory requirements and maintain a register of reported
transactions for regulatory inspection.
- Embed treating customers fairly in the processing of customer
benefits and handling of complaints.
- Maintain appropriate analytics on all aspects of claims and
benefits paid out compare against set service standards and to inform
product design, customer onboarding/servicing and decision-making.
- Follow through with the premium collection section to ensure
stoppages for all remittances after maturity of policies.
- Serve customers in such an exceptional way that they enhance
their existing products, take on new products or refer their family,
friends or colleagues to PLAK.
- Identify opportunities in automation, product design and
process simplification to enable PLAK to scale and provide seamless
service to a growing customer base.
- Attend engagements with corporate customers to train them on
the claims process and requirements, provide data on compliance to SLA and
support process improvement for customer convenience.
- Any other duty as may be allocated by the head of the section.
Qualifications and Experience
- Bachelor of Commerce, Business Administration, Economics, or
other relevant degree from a recognized university.
- Professional Insurance qualifications – ACII, Diploma in
Insurance (AIIK), FLMI will be an added advantage.
- 2+ years relevant working experience in a similar position.
Core Competences and Skills Required:
- Strong organization, oral and written communication
skills.
- Growth driven and is a team mindset individual.
- Analytical skills with particular attention to detail.
- Aptitude in data management, analytics, reporting
preparation.
- Ability to work independently and manage multiple projects and
deadlines.
How To Apply
