FNOL & Desktop Surveyor

Provide claim hotline for all products upon receipt of FNOL by Mobile Application, Webservice, Claim online, e-mail, telephone, fax and customer walk in.
Monitor new claims from Roojai web service, review and consider to call back and process FNOL accordingly.
Gather all necessary evident and identify quickly to assign Motor Surveyor or do Desktop Survey
Identify suspicious situation at FNOL

Handle first notification of loss (FNOL) from multiple channels mainly Claim online through website, e-mail, Roojai webservice, Mobile Application
Monitor Web App dispatching, review and consider to call back and process claim accordingly
Support inbound calls of first notification of loss (FNOL) including fax and customer walk in
Able to quickly require information, reassure the customer, provide direction, answers to basic claim questions and advise further claim process
Communicate with customers, updating the customers of the progress of their claims at stage of FNOL
Enter new claims at FNOL stage in Salesforce and ensure all transactions are posted/released.
Submit Desktop survey report and follow up Physical survey report from Surveyor to claim handling team within timeline
Ensure Survey Report are processed, and Survey Fee Invoice are submitted in timeline
Handle complaints at the first point of contact
Report to Senior Claim Executive and Claim Executive handling of concerns, compliments from customers and third party with recommended solutions and areas of improvement
Share work experience and knowledge with colleagues through team meetings
Actively participate in process improvement sessions, providing constructive feedback and suggestions
Perform other duties as assigned by Manager with fully supporting

High vocation certificate in Mechanic or University graduate
Experience in Motor Claim Call Center, Motor Surveyor and Claim Handling is an advantage
Should have sound knowledge of various motor vehicles, their market values, various repair procedures and costs, recovery procedures
Strong Knowledge in Motor Insurance
Good spoken and written communication skills (Good in English communication is an advantage)
Excellent customer service and negotiation skills
Ability to analyze information
Good administrative and computer skills