Assistant Level 1 – Insurance

About the role

The Assistant Level 1 – Insurance supports the Insurance Team by handling insurance‑related activities and ensuring a smooth claims journey for stakeholders. The role focuses on delivering high‑quality customer service, managing complaints, and providing technical and product support for insurance queries.

Key responsibilities

• Review and manage new insurance requests submitted via eForms and daily SSRS reports, distinguishing new from existing cases.
• Compile required documentation, prepare payment sheets, upload files to the MUA Drive, circulate listings by email, and maintain records in SharePoint.
• Validate claims, submit them for approval, and forward to processing while updating SharePoint and preparing write‑offs.
• Contact customers with pending claims to request missing documents, explain submission requirements, and update claim status.
• 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 when eForms are not automatically generated.
• Adhere to Service Level Agreements (SLAs) for claims resolution, after‑sales service, and customer complaints.
• Maintain a professional approach, strive for a positive claims journey, and work effectively as a team member.

Required profile

• Minimum qualification of HSC CII Foundation courses, insurance‑related studies, or a certificate in Management, Business, or a related field (advantageous).
• Basic knowledge of insurance concepts with willingness to build domain expertise.
• 1–2 years of experience in an insurance environment is an advantage.
• Exposure to underwriting or claims handling in General (Short‑Term) Insurance or Life Assurance.
• Excellent written and verbal communication skills in English and French.
• Strong listening and interpersonal abilities.

Required skills

• Microsoft Office
• SharePoint
• SQL Server Reporting Services (SSRS)
• eForms
• ELAN system (for claim write‑offs)