Contract Centre Executive

ob Responsibilities:

·       Handle incoming calls and respond to customer's emails on employee wellness, medical and benefits plans

·       Maintain complete and accurate records of customer interactions in the Customer Relationship Management (CRM) system

·       Handle flexible benefits claims from end to end—verifying documentation, coordinating with employees or HR for missing details, and assessing claims for accuracy and fraud risk

·       Manage, resolve, and close customer complaints and feedback, as well as handle employee inquiries related to claims adjudication

·       Ensure timely follow-up with both internal and external stakeholders on pending cases to provide swift resolution

·       Perform ad-hoc tasks as assigned by management

Requirements:

·       Minimum of 3-4 years’ experience in a call centre or customer service role, with some understanding of claims workflows or insurance processes considered a plus.

·       Experience with CRM systems and claims management software to track and resolve claims effectively.

·       Familiarity with flexible benefits, health insurance, and claims processing

·       Proficiency in Microsoft Excel for reporting and data management is an advantage.

·       Knowledge of Mandarin is an advantage to support Mandarin-speaking clients

·       Excellent verbal and written communication skills

·       Exceptional problem-solving abilities, attention to detail, and a proactive approach to customer service

·       Strong organizational and time management skills, with the ability to handle multiple claims and inquiries at once

·       Willingness to work on a rotating shift to meet business needs