In this position you will....
Drive strong claims support and customer servicing, including handling Maid insurance renewals, while taking ownership of day-to-day coordination and escalations to ensure smooth delivery and consistent customer outcomes.
You will be responsible for…
- Drive the growth and day-to-day management of the General Insurance portfolio, including new business opportunities, renewals, servicing priorities, and coordination with customers, insurers, and internal teams
- Manage Maid insurance renewals and related servicing activities, ensuring timely follow-up, accurate documentation, and clear communication with customers and insurers
- Oversee General Insurance claims handling and policy servicing matters, including follow-ups, escalations, endorsements, documentation, and customer enquiries
- Take ownership of coordination and escalation across customers, internal teams, and insurers
- Provide day-to-day direction and alignment for the claims and servicing team
- Ensure timely resolution of outstanding cases across claims, renewals, and service requests
- Maintain accurate documentation and reporting
- Identify and support process improvements to enhance service quality and efficiency
For you to be successful…
We expect you to be able to demonstrate the following key competencies
Impactful
- Has a clear understanding of team’s objectives and aligns efforts to these.
- Maintains commitment to achieving goals in the face of obstacles.
Customer Focus:
- Demonstrates a customer centric mindset by prioritizing customer needs and addressing concerns with a sense of urgency.
- Aware of the benefits of offering different service solutions to a diversity of customers and helps support adoption.
- Understands the importance of customer feedback and appreciates their points of view.
Collaborative:
- Co-operates with team members to resolve problems and achieve goals.
- Offers support and contributes to the delivery of shared goals. Displays loyalty and trust to team.
- Listens, encourages, and is respectful of others when working together.
Creative:
- Looks for new ways to solve problems and execute in ways that add value.
- Tries new ideas and approaches.
Communication
- Provides others with information they need in a timely manner.
- Communicates clearly and actively listens to others.
- Communication is specific and fact based using a style appropriate for the audience.
Adaptable:
- Handles unexpected requirements and ambiguity in a receptive and calm manner. Resilient when things don’t go to plan.
- Employs different approaches depending on the situation.
You will require the following qualifications and skills
- 4–6 years’ General Insurance experience in an agency or broker environment, with hands-on exposure to new business support, renewals, claims handling, customer servicing, and policy administration
- Strong understanding of General Insurance processes, including claims, renewals, policy servicing, and insurer coordination
- Experience in customer servicing, policy servicing, and call handling environments
- Ability to take ownership of coordination and escalation across stakeholders
- Comfortable operating in a hands-on, fast-paced environment with competing priorities
- Experience in system implementation / UAT testing is an advantage
