[Hiring] Insurance Claims Specialist @BrightClaim

Role Description

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.

Job Description: Insurance Claims Administrator Specialist

• 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/KPIs.
• 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 Dutch (Flemish) 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 in small claims handling or in insurance will be an advantage
• Curious, willing to learn and showing a challenging conventions spirit
• Ability to organise, 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 in managing teams of 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 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

Requirements

• Bachelors - Actuarial Science
• Bachelors - Economics
• Bachelors - Finance
• Bachelors - Risk Management and Insurance
• Masters - Statistics

Benefits

• 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