Customer Experience Executive, Claims

Claims Analyst

Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Role Context: The Claims Analyst will be part of the Claims team and will report to the Customer Experience Manager, Claims. They will be responsible for servicing Individual Life and Group Life claims at PLAK through timely and accurate completion of all service-related tasks.

Principal Accountabilities

• To provide efficient handling of monthly Individual Life and Group Life claims within 2 working days of receipt of claim documentation
• To settle at least 90% of all claims in the month they are due
• To prepare and maintain accurate data records and claims register for Group Life claims in order to ensure accurate and timely submission of required data.
• Propose any changes to the claims process to address risks identified and improve processes
• To contact policyholders on daily, weekly and monthly basis to ensure outstanding claims are maintained at a minimum.
• To adhere to all policies and procedures related to processing of claims
• To maintain accuracy, productivity goals and observe regulatory requirements in relation to claims processing and settlement
• Maintain excellent communication skills, with the ability to work well with others.

Core Competences and Skills Required

• Demonstrated ease in exercising initiative, good judgment, good problem solving, and decision making.
• Written, verbal, interpersonal & communication skills and capacity to build and maintain good long-term relationships with stakeholders and partners.
• Excellent customer service and organizational skills.
• Ability to analyze information with a keen eye to detail and report with utmost accuracy and attention.
• Must possess a strong service orientation and be able to maintain professional composure when dealing with confrontation or complaints.
• Above board levels of honesty, integrity and confidentiality.

Qualifications and Experience

• Bachelor of Commerce, Business Administration, Economics or other relevant degree from a recognized university.
• Experience in the Operations function in the Insurance is an added advantage
• Computer literacy: MS Office Applications

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organization irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.