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The role involves managing P&C insurance claims, including data entry, payment processing, and resolving customer or broker inquiries via telephony. Additionally, the associate will support process improvement projects, maintain KPIs, and provide leadership to a team of 5 to 15 staff.
Candidates must hold a bachelor's degree in a relevant field such as economics, finance, or actuarial science and possess advanced proficiency in both German and English. Experience in insurance claims handling and people management in a multi-cultural environment is required.
Ready to turn bold ideas into real-world impact?
At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.
Inviting applications for the role of InsuranceClaimsSr. Associate
Responsibilities
• General administrative duties such as scanning photocopying profiling issuing documentation and mailbox monitoring.
• Accurate timely and efficient data entry and quality checking of claims information as per the standards.
• Open a new “account” for each claim into the system to help with efficient processing of the claim – throughout the claim lifecycle.
• Prepare the payment of claims in the system.
• Process and dispatch standard letters and emails as required.
• Support data cleansing and mass change processing projects.
• Keep the relevant KPIs updated.
• Liaising with internal and external parties to respond to and resolve queries within processing deadlines.
• General contact with underwriters and clients (if applicable) always providing a great customer experience.
• Preparing management information reports as requested using various reporting tools and methods.
• Participate and provide support to process improvement projects.
• Delivers exceptional service standards/KPI’s.
• Participating and support the implementation in continuous improvement or change project work.
• Providing support to other teams to cover absences and peak workloads.
• Contributing to technical support and procedural best practice and support.
• Provide new ideas and support the team leader and coordinator regarding execution.
• Ensure telephony service availability in line with defined working hours and required languages.
• Answer all incoming calls received through the claims telephony lines.
• Identify the nature of the enquiry and confirm whether it relates to an existing claim or a new notification.
• Resolve simple customer or broker enquiries when the information is readily available in the system.
• Redirect calls to the correct handler team or department when the query cannot be resolved at first contact.
• Log call details in the claim file or relevant system to maintain a clear and accurate audit trail.
• Escalate urgent or risk related calls following internal escalation routes.
• Manage call backs by logging the request and ensuring it is assigned or completed within required timeframes.
• Monitor telephony metrics such as wait times call volumes and abandonment and escalate issues when service levels are at risk.
Qualifications
• Economic studies (e.g. finance accounting or similar domains) - BA
• Proficient in written and spoken German and English
• Good interpersonal skills with the ability to work as a member of various teams
• Excellent accuracy and attention to detail and Quality to produce high quality output even when dealing with high volume and under pressure
• Experience on small claims handling or in insurance will be an advantage
• Curious willing to learn and showing a challenging conventions spirit
• Ability to organise and prioritise and plan workload to meet deadlines
• Demonstrating personal integrity; doing what they say they’ll do when they said they’d do it
• Personable able to develop rapport easily and build relationships
• Good Customer Focus
• Open to learn new skills
• You will ideally have experience of working in an office environment in a multi-cultural environment experience in insurance is an advantage
• Experience on managing teams 5 to 15 staff in a multi-cultural environment
• Evidence of an interest in a career in people management insurance or shared services is required
• You will need good computer skills including Microsoft Tools skills (Excel PPT Teams Outlook).
• Proactive on a continuous improvement to develop skills
• Expert knowledge of operational processes and procedures core systems interfaces and reporting tools. Lean or Six sigma training would be an advantage
• Experience in recruitment performance management and absence management
• People management skills (e.g. providing feedback delegation coaching managing challenging situations)
• Good communicator and team player
Why join Genpact?
• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
• Make an impact – Help global enterprises solve business challenges that matter
• Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let’s build tomorrow together.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.
Genpact is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at www.genpact.com and on the following social handles: X: https://twitter.com/genpact Facebook: https://www.facebook.com/ProudToBeGenpact/ Instagram: https://www.instagram.com/genpact_global/ YouTube: https://www.youtube.com/@GenpactGlobal ** Beware of fake offers** Genpact never requires applicants to pay to be part of our hiring process. If you receive an email asking you to purchase a starter kit, equipment, or training, or to pay to apply for a role, you can assume that the message is a scam. For more information on careers at Genpact, please visit us at https://www.genpact.com/careers
Offices: 1155, Avenue of the Americas, 4th Floor,, New York, NY 10036, US · 251 Avenida Lerdo Norte, Cd. Juarez, Chihuahua CP32000, MX · GE Building No. 5, Software Park Road, Dalian Software Park, Dalian, Liaoning 116023, CN · Genpact Towers, DLF-Phase 5, Sector 53, Gurgaon, Haryana 122002, IN · 99 Surya Park, Electronics City, Bangalore, KAR 560100, IN
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