Job Purpose

The incumbent will be on customer contact, garage contact, claim survey pick up and survey arrangement (within in-house limit), assessment and processing of auto claims), queries on claim flow, admissibility. Liability and status of claims.
Manage & take decisions on process and settlement of auto claims over the call based on photographs shared by the customer using technological passement tools available in the claims function. Technical explanation of claim decision, type of settlement and assessments to the customer during the conversation.
Transfer and reassign major and complex claims to region based on defined allocation parameters in
consultation with team leaders and seniors.
Liaise, and Coordination with CAT-1 Team, regional claims team, garages & surveyors for follow-up endure
claims are processed with shortest possible time and dispense the role as the set KPIs.
To ensure auto claims related queries of customers are directly managed within the claims team and resolved
successfully in the shortest possible time.
Ensure customers are given quick and fast claims service with as much as possible paperless, hassle-free claims
journey with minimum documentation, strive to ensure customer experience is at the helm of your
responsibility.
Adopt and work in a digital and digitized work atmosphere using modern and advanced technological enablers.
The candidate would be placed at one of our PPN garages in the said locations (Bangalore/Hyderabad/Chennai/Pune/Mumbai/Delhi/Amadabad/Kolkata), Where a workstation would be provided in our preferred garages.
The candidate would be shifted to any PPN garage in the same seated location.
The candidate would be working on weekends (Saturday & Sunday) based on their roster.

KRA

Auto -Claims Management – 60%

The candidate will be managing auto claims from inspection to payment.
To carry out strict 6p checks, verify and tally COL / NOL, check all parameters and make a decision on admissibility and arrive at a decision in quick and shortest time.
Evaluate every claim on the required documents to process the claim based on the circumstantial evidence provided by the customer in claims intimation and also on the documents shared by the customer / claimant /Insured and must be able to take the decision on claim admissibility.
Inform and educate customers on NCB benefits, explain customers on withdrawal of claim in case of minor to save NCB benefits.
Follow up with customers for any pending documents, ensure reminders and communications are sent to them using the standard communication templates for any such reminders and communications.
Hand Holding the customers on loss minimization in scenarios where the claim is non-admissible.
Manage & take decisions on the settlement of non-complex claims based on photographs shared by the field executive/Customer. Technical explanation of claim assessments to the customer during the conversation.
Should have Customer convincing skills to Convince customers and ensure diversion of non-network garage customers to Acko network garages and promote Acko advantage program which is also directly attributing towards “CSE- CAT 2“KPI’s.
Should have good negotiation skills with respect to Repair V/s Replacement and labour charges for repair to attain loss minimization.
Allocate complex claims to region based on defined allocation parameters.
Manage all queries related to Auto claims when received calls/emails regarding the status of claims, settlement-related details, documents related queries, rejection/closure related queries, etc. in coordination with the internal claims team.
Manage non-complex claims from intimation to settlement under the scope of “on account-settlements” & based on delegated financial authority.
To provide proactive customer assistance to achieve customer delight and high-level customer satisfaction for the insured and internal stakeholders through high-quality call management, resolution and excellent client service on the telephone and electronic media (like emails, etc.)
Ensuring the customer is treated fairly, transparently and that the customer receives an excellent service experience in accordance with the set expectations & SLA.
Maintaining quality and customer service standards, keeping accurate records and ensuring claims records on Acko systems are up to date.
Must work efficiently on set goals and work to avoid any escalations and maintain the relevancy and quality while providing service to the customers.

Drive an Operational efficiency – 20 %

To attempt to resolve Auto -claims/complaints within specified timelines / TAT (as applicable) referring any unresolved claims promptly to the Acko specialized claims team for immediate resolution.
Along with managing Auto non-complex -claims / low severity claims on priority basis giving immediate settlement option without seeking repair Invoice which helps customers to get the repair done in their convenient date and time.

Drive a culture of performance– 20 %

Coordinate within claims team and with Operations and finance wherever necessary.
To bridge the time gap in receiving and sending communication between the team members at various levels both in the CAT1 team and regional team.
To provide feedback to the claims team to ensure a motivated and committed team works together to drive better results.

External Skills And Expertise

Desired Qualifications

Graduate from a recognized University/Institution. Proficiency in MS office and Internet application.
Good command on written and spoken English & Hindi/Other spoken languages in India.
Multilingual ability is an added advantage

Desired Experience

Experience in the insurance sector (claims department) or motor workshop for at least two to three years of overall service.
Customer handling, queries resolution, motor insurance Claims handling for least two to three years
Technical ability on automobiles Anatomy is a must and the overall experience of 2-3 years preferred

Personal Attributes

Big Picture: You have a clear understanding of the organizations’ vision and strategy and how your contribution helps Acko Claims succeed. You should be able to understand the link between customer service in support functions and business success.
Commercially Smart: You understand the importance of the insurance industry and the role it plays in safe-guarding Acko’s future. You understand the short and long-term importance of anticipating and exceeding customer needs and how your role contributes to sustainable, profitable growth for our business.
Learning & Developing: You should be willing to be coached for self-development and achieving organizational goals.
Innovation: You are open to different ways of thinking and new opportunities and approaches.
One Team: You interact effectively within and across teams and contribute towards the success of shared team goals. You build a constructive team environment by demonstrating the Attitudes and supporting others to develop them.
Strategic Relationships: You use clear and effective communication to build and maintain strong relationships within and across different business areas and partnerships within and external to our business.