The Assistant Level 1 – Insurance is responsible for efficiently handling insurance‑related activities within the Insurance Team, supporting a smooth and well‑managed claims journey for stakeholders. The role focuses on delivering quality customer service, handling complaints, and providing technical and product support in response to insurance‑related queries. A sound understanding of insurance products and processes is required to carry out assigned responsibilities effectively.
Responsibility
Review and manage new insurance requests created at counters through eForms and Daily SSRS reports, distinguishing between new and existing cases.
Compile required documentation, prepare payment sheets, upload documents to the MUA Drive, circulate listings by email, and upload records to SharePoint.
Compile validated claims and submit them to the reporting line for approval before forwarding to Processing; update SharePoint accordingly and prepare write‑offs and unflag agreements on ELAN.
Contact customers for pending claims to request missing documents, explain submission requirements, and update SharePoint with the appropriate claim status for follow‑up.
Collaborate with Collections & Recovery to engage customers with long‑outstanding claims, supporting agreement rescheduling and document submission.
Manually review newly submitted claim documents at counters for pending cases where eForms requests are not automatically generated.
Adhere to prescribed Service Level Agreements (SLAs) when resolving claims, after-sales service matters, and customer complaints.
Apply a consistent and professional approach when carrying out assigned duties.
Strive to deliver a positive and seamless claims journey for customers, in line with defined KPIs.
Work collaboratively as an effective team member.
Perform any other related duties required within the Business Unit.
Profile
Minimum qualification of HSC
CII Foundation courses, insurance‑related studies, or a certificate in Management, Business, or a related field would be an advantage
Basic knowledge of insurance concepts or the ability and willingness to build insurance domain knowledge
1–2 years of experience in an insurance environment would be an advantage
Exposure to underwriting and/or claims handling in General (Short‑Term) Insurance and/or Life Assurance
Excellent written and verbal communication skills in English and French
Strong listening and interpersonal skills
Proficient in IT applications, including Microsoft Office
Originally posted on WakandaJobs.com - Source: www.wakandajobs.com
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