Insurance Claims Administrator – German
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Job Description
Administrative role processing insurance claims while supporting remote operations at Genpact. Engage with teams and ensure efficient data management and customer interactions.
Responsibilities:
- 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/KPI’s.
- 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.
Requirements:
- Economic studies (e.g. finance, accounting or similar domains) - BA
- Proficient in written and spoken German 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 on small claims handling or in insurance will be an advantage
- Curious, willing to learn and showing a challenging conventions spirit
- Ability to organise and 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
Benefits:
- Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
- Make an impact – Drive change for global enterprises and solve business challenges that matter
- Accelerate your career — Get hands-on experience, mentorship, and continuous learning opportunities
- 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
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