Customer Specialist

SUMMARY

About the Company

Cover Genius is a Series D Insurtech that protects the global customers of the world's largest digital companies including Booking Holdings, owner of Priceline, Kayak and Booking.com, Intuit, Hopper, Skyscanner, Ryanair, Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We're also available at Amazon, Flipkart, eBay, Wayfair and SE Asia's largest company, Shopee.

Our partners integrate with XCover, our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year. Our team and products have been recognized sed with dozens of awards including by the Financial Times who ranked Cover Genius as the #1 fastest growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commits itself to diverse cultural programs, in particular CG Gives which makes social entrepreneurs out of us all and funds development initiatives in global communities.

Our People are Bold, Authentic, Purposeful and Inspired

Our People are not Perfect, Traditional, Complacent or Cautious

About the Role

As a Customer Specialist on our Customer Team, you will own the excellence of customer experience, ensuring tickets and claims are handled in a timely manner, and inboxes are organized to deliver a great service to customers using our insurance products.

To drive success in this role, you will have strong attention to detail and great organizational and time management skills. You will ideally have experience dealing with customers' queries and litigations online. As the Customer Specialist, you will organize the customer inbox, review and assess customers' claims through our owned XClaim platform, for a fast resolution and prompt payment, ensuring customers' inquiries are resolved in a timely manner. Regular collaboration with the Support and Claims team, will be key in ensuring that agreed SLAs and NPS are achieved.

Key Responsibilities

Claims tasks

• Manage the end-to-end claims process, from initial assessment through approval, resolution, and payment.

• Assess claims against policy terms, insurance guidelines, and regulatory requirements to ensure fair and accurate decisions.

• Maintain complete and accurate claim records, documentation, and supporting evidence.

• Communicate with customers clearly and empathetically, providing timely updates and resolving queries throughout the claims process.

• Identify potential fraud or irregularities and escalate suspicious claims for further investigation.

• Collaborate with the Team Lead to resolve complex claims and ensure appropriate outcomes.

• Meet key KPIs, including turnaround time, accuracy, productivity, and customer satisfaction, while maintaining required performance standards.

• Identify and recommend process improvements to increase efficiency, reduce errors, and enhance the customer experience, and communicate recommendations to the Team Lead.

• Support team development by collaborating with fellow assessors, sharing knowledge, and promoting best practices.

Support tasks

• Own the resolution of customers' and partners' inquiries throughout multiple channels.

• Create an ongoing collaboration with the Team Lead to identify improvements to existing customer service processes

• Lead the implementation of new processes to achieve individual and team's KPI's

• Own the quality of our work, including presentation, accuracy, and detail of each particular case, by meeting and exceeding the business KPIs

Claims Admin

• Own the triage of tickets into the corresponding inboxes in the different systems (Zendesk, XClaim, other)

• Redirect claims/complaints/support tickets to the dedicated inboxes and team for resolution

• Lead the categorization of the ticket with specific information when required

• Organize the upload of documents and any customer information into the different systems

• Manage translation of tickets via Google translator

• Own admin tasks on partner sites as per the needs (ie. invoice upload)

SKILLS AND EXPERIENCE

What you will bring

• 1–2 years' experience handling customer queries online, ideally in a call-centre environment.

• Fluency in English (verbal and written).

• Ability to handle customer inquiries across multiple channels.

• Excellent verbal and written communication skills.

• Proven ability to identify problems and raise them for a solution.

• Experience or interest in claims, insurance, administration, or customer service.

• Strong attention to detail and accuracy when reviewing information, documents, and claims.

• Ability to follow policies, procedures, and guidelines when handling claims and customer requests.

• Strong organisation and time management skills, with the ability to manage multiple tasks and meet deadlines.

• Ability to work collaboratively with Team Leads and colleagues while maintaining a high standard of customer service.

PROFICIENCIES AND ATTRIBUTES

What you will have

• Strong problem-solving and decision-making skills with a practical approach.

• Customer-focused, professional, and empathetic when handling enquiries and claims.

• Ability to work independently and collaboratively with Team Leads and colleagues.

• Flexible and adaptable to changing priorities and business requirements.

• Strong commitment to quality, compliance, confidentiality, and accuracy.

• Ability to work under pressure while maintaining service and performance standards.

• Willingness to learn, share knowledge, and support team members.

KEY INITIATIVES/RELEVANT KPIs (Internal Use only - Not to be advertised)

• Outline any key initiatives that this role will be responsible for delivering on from the company KPIs below and add any team/department-specific ones below.

• +65 NPS

• Meet agreed SLAs

• Achieve individual and team KPIs

• Meet QA benchmark