We are seeking a talented individual to join our Hong Kong ASO Contact Centre team at Marsh McLennan Malaysia. This role will be based in Kuala Lumpur Shared Services Operations Office. This is a hybrid role that has a requirement of working at least three days a week in the office.

Hong Kong ASO Contact Centre

Hong Kong ASO (Administrative Services Only) handling customer inquiries and providing assistance in Employee Benefits Claims line.

Resolving customer complaints and escalations: The contact centre team addresses customer complaints, investigates issues, and works towards resolving them in a timely and satisfactory manner.  

We will count on you to:

Registration, Processing and Adjudication of claims within turnaround time.Compute claims settlement and verify reimbursements from members / panel providers are correct.Diligently monitor and follow-up on unsettled claims with members and/or outstanding information from clients / panel providers. Provide quality customer service to clients over phone call or emailFollow up customer calls where necessaryTo manage claims status, claims dispute, enrolment process, program details and all account management tasksHandling email correspondences, and liaise with internal & external clients in positive manner for effective problem resolution to ensure smooth running of all daily operation mattersResolve client’s enquiries efficiently and escalate problems / issues promptlyEnsure final outputs (calls, emails or tasks) are of good quality and consistent with the Standard Operating Procedures and Service Level Agreement assignedTo support ad-hoc tasks as assignedTeam Player to ensure claims KPIs are met

What you need to have: 

Basic understanding of claims (outpatient / in-patient claims) or Employee Benefits programsUnderstand Insurance terminologyGood work ethics with high level of integrity, detailed oriented, compliant and process drivenA team player who is hardworking, able to prioritize and meet deadlinesPossess good problem-solving ability, interpersonal skills.Strong organizational and time management skillsAble to work independently within TATs and contribute as a team player.Strong Oral and written communication skillsChinese literacy and fluency in Cantonese and English is a mustMust be able to work in a high stress environmentCandidate must possess at least a Bachelor’s degree preferably of any fieldKnowledge in Life Insurance backgroundFresh graduate is encouraged to apply.

What makes you stand out?

Minimum 2-3 years’ experience in working on claims operation.Insurance knowledge (Life or Employee Health Benefit)

Why join our team:

We help you be your best through professional development opportunities, interesting work and supportive leaders.We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh, a business of Marsh McLennan (NYSE: MMC), is the world’s top insurance broker and risk advisor. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow on LinkedIn and X.

Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.