About the Role

We are looking for a detail-oriented and customer-focused Claims Officer to manage and support the end-to-end claims process. In this role, you will be responsible for assessing, processing, and coordinating claims while ensuring a high standard of accuracy, compliance, and customer service.

This role is ideal for someone who is organised, proactive, and confident in making decisions, with the ability to balance administrative tasks and customer interactions in a fast-paced environment.

Key Responsibilities

1. Claims Processing

• Receive, review, and process new claims via online platforms, phone, and email
• Verify policy details, coverage, and eligibility in accordance with company guidelines
• Accurately lodge, update, and manage claims within internal systems
• Ensure timely progression of claims in line with service level agreements (SLAs)

2. Assessment \& Documentation

• Collect, review, and validate required documentation (e.g., police reports, photos, repair estimates)
• Assess claims against policy terms, conditions, and applicable regulations
• Identify discrepancies, inconsistencies, or potential fraud and escalate as required
• Ensure all documentation is complete, accurate, and audit-ready

3. Stakeholder Coordination

• Liaise with assessors, repairers, investigators, insurers, and third-party providers
• Coordinate with legal teams, repair workshops, and external stakeholders when necessary
• Facilitate timely communication to ensure efficient claim resolution
• Build and maintain professional relationships with all stakeholders

4. Customer Experience

• Act as the primary point of contact for claimants throughout the claims lifecycle
• Clearly communicate processes, requirements, and expected timelines
• Provide proactive updates and manage customer expectations effectively
• Handle complaints, escalations, and sensitive situations with professionalism, empathy, and sound judgment

5. Administration \& Compliance

• Maintain accurate, detailed, and up-to-date claim records in all systems
• Ensure all documentation and processes comply with company policies and regulatory requirements
• Support internal audits and reporting requirements as needed

Qualifications

• Strong communication and interpersonal skills, both written and verbal
• Ability to manage difficult conversations and negotiations with confidence and professionalism
• Highly organised with strong attention to detail and accuracy
• Strong problem-solving and critical thinking skills
• Ability to prioritise tasks, manage multiple claims, and meet deadlines in a fast-paced environment
• Customer-focused mindset with a commitment to delivering high-quality service

Preferred Skills (Nice to Have)

• Previous experience in claims management, insurance, or a related field
• Familiarity with claims management systems or CRMs
• Understanding of insurance policies, processes, and regulatory requirements

Working Schedule and Work Setup

• Australian business hours - Western Australia time zone (approx. 8:00 AM – 5:00 PM AEST)
• Hybrid (at-least 2 days onsite)
• Flexible arrangements may be considered based on performance and business needs

Job Type: Full-time

Pay: From Php35,000.00 per month

Benefits:

• Work from home

Work Location: Hybrid remote in Makati City