Job Summary
This hybrid role for a TM Ins Claims professional focuses on managing complex insurance claims operations and customer service activities in a multinational environment requiring nine to twelve years of experience and deep expertise in claims handling customer communication and process governance while working in rotational shifts to ensure consistent and high quality service delivery across regions and time zones.
Responsibilities
- Manage end to end claims processes for insurance customers by reviewing documentation validating coverage and ensuring timely and accurate claim resolution that aligns with company standards and client expectations.
- Coordinate with internal operations teams to streamline claims workflows and remove bottlenecks so that customer inquiries and claim settlements are handled efficiently and consistently across all touchpoints.
- Provide empathetic and professional customer service support by addressing complex claim related questions and concerns while maintaining clear communication and documentation throughout the claim lifecycle.
- Monitor key performance indicators for claims handling and customer service and implement targeted actions that improve turnaround time quality compliance and service satisfaction for all stakeholders.
- Analyze claim trends and recurring issues to identify process gaps and propose practical enhancements that reduce errors increase transparency and elevate the overall customer experience.
- Collaborate with cross functional teams such as quality training and technology to refine claim handling guidelines and customer communication scripts that promote consistency and regulatory adherence.
- Support the implementation of new tools and systems for claims management by providing business insights validating functionalities and guiding teams on how to use digital solutions to enhance productivity.
- Document standard operating procedures for claims and customer service activities while ensuring that all documentation remains current accessible and aligned with internal audit and compliance requirements.
- Conduct regular quality checks on claim files and customer interactions and provide structured feedback to team members that promotes continuous improvement and stronger customer centric behaviors.
- Handle escalated customer situations by investigating the root cause coordinating with relevant teams and delivering fair resolutions that protect both customer trust and organizational interests.
- Adapt to rotational shifts and hybrid working arrangements while maintaining consistent productivity clear communication and reliable coverage for clients across different regions and time windows.
- Contribute to knowledge sharing by mentoring less experienced colleagues on claims best practices customer service standards and domain nuances so that the overall team capability steadily increases.
- Align day to day work with the company mission by ensuring that every claim decision balances financial prudence with compassion thereby supporting customers in times of need and contributing to a more resilient society.
Qualifications
- Possess substantial experience of nine to twelve years in insurance claims operations and customer service demonstrating a strong track record of managing complex cases and delivering consistent service outcomes in a large organization environment.
- Hold deep domain understanding of insurance products and claims processes preferably within property and casualty lines enabling accurate interpretation of coverage terms and confident decision making for diverse claim scenarios.
- Exhibit advanced customer service skills including clear communication conflict resolution and expectation management that help build trust with policyholders and business partners across multiple channels.
- Demonstrate familiarity with property and casualty insurance concepts such as policy structures deductibles limits and common loss types allowing efficient assessment of claim documentation and appropriate recommendations.
- Display proficiency in using claims management platforms ticketing tools and productivity applications to log activities update records and track progress while maintaining strict data accuracy and confidentiality standards.
- Bring experience working in hybrid models and rotational shifts with proven ability to manage time prioritize workloads and coordinate with distributed teams without impacting service quality.
- Show strong analytical and problem solving skills that support data driven decisions early identification of anomalies and timely escalation of operational risks in the claims environment.
Certifications Required
Preferred certifications include AIC or CPCU or equivalent insurance and claims related credentials that validate expertise in property and casualty operations.
The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
- Cognizant is a global community with more than 300,000 associates around the world.
- We don’t just dream of a better way – we make it happen.
- We take care of our people, clients, company, communities and climate by doing what’s right.
- We foster an innovative environment where you can build the career path that’s right for you.
About us:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.