Senior Travel Claims Specialist
WFA Digital Insight
The demand for skilled travel claims specialists is on the rise, with the global travel insurance market projected to grow by 12% in the next two years. Manulife, a leading international financial services provider, is seeking a Senior Travel Claims Specialist to join their team. With the shift to remote work, companies are looking for professionals with expertise in managing complex travel claims and mitigating risks. This role is ideal for those with a strong analytical mindset and excellent customer service skills. Candidates should be aware that the travel claims industry is heavily regulated, and staying up-to-date with industry trends and best practices is crucial.
Job Description
About the Role
The Senior Travel Claims Specialist role at Manulife is a critical position that requires a high level of expertise in managing complex travel claims and mitigating risks. As a key member of the Travel Claims Risk Management Team, you will be responsible for making final claims decisions, handling litigated claims, and providing input on contract wording for new and existing products and plans. Your day-to-day responsibilities will include working with third-party providers, analyzing claims data, and ensuring compliance with regulatory requirements.The travel claims industry is a complex and dynamic field, with a wide range of variables that can impact the outcome of a claim. As a Senior Travel Claims Specialist, you will need to stay up-to-date with industry trends, best practices, and regulatory requirements to ensure that you are providing the best possible service to Manulife's clients. You will be working closely with a team of professionals who are passionate about delivering exceptional customer service and mitigating risks.
Manulife is a leading international financial services provider, with a long history of delivering innovative solutions to its clients. As a company, Manulife is committed to fostering a culture of innovation, diversity, and inclusion, and is looking for professionals who share these values.
What You Will Do
- Work with third-party providers to manage travel claims and mitigate risks
- Make final claims decisions, claims exceptions, and business decisions on contested and contentious claims
- Handle travel litigated claims, including corresponding with internal and external legal counsel
- Provide input on contract wording for new and existing products and plans
- Conduct monthly random and focused audits of travel claims processed by third-party providers
- Assist in annual on-site audits of third-party providers and perform follow-ups to ensure appropriate responses and action plans are implemented
- Investigate, resolve, and respond to escalated complaints submitted to various channels
- Review and respond to appeals or correspondence submitted by lawyers on behalf of their clients
- Collaborate with cross-functional teams to ensure seamless delivery of services
- Stay up-to-date with industry trends, best practices, and regulatory requirements
What We Are Looking For
- 3-5 years of experience in adjudicating claims, preferably in life, health, or travel
- Proven analytical, problem-solving, decision-making, and negotiation skills
- Excellent customer service skills, with the ability to respond under high pressure or difficult situations
- Strong organizational skills, with the ability to effectively prioritize competing tasks
- Ability to identify potential problems and risks, and be accountable for solutions
- Exceptional interpersonal skills, with a high level of professionalism
- Ability to work in a fast-paced environment, with a high level of adaptability
- Strong knowledge of medical terminology, medications, and their applications is an asset
- Bilingualism (English and French) is an asset, with proficiency in both languages required for candidates in Quebec
Nice to Have
- University degree in any discipline or equivalent work experience
- Knowledge of travel claims and risk management principles
- Experience working with third-party providers and managing complex claims
- Strong understanding of regulatory requirements and industry trends
- Certification in a related field, such as insurance or risk management
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a leading international financial services provider
- Collaborative and dynamic work environment
- Professional development opportunities, with a focus on innovation and growth
- Flexible work arrangements, with the option to work remotely
- Access to a comprehensive employee assistance program
- Recognition and reward programs, with a focus on employee engagement and satisfaction
- A culture of diversity, inclusion, and respect, with a commitment to fostering a positive work environment
How to Stand Out
- Develop a strong understanding of travel claims and risk management principles to stand out in your application
- Highlight your analytical and problem-solving skills, with specific examples of how you have managed complex claims in the past
- Be prepared to discuss your experience working with third-party providers and managing complex claims
- Show a willingness to learn and adapt to new systems, processes, and technologies
- Prepare examples of how you have provided excellent customer service in high-pressure situations
- Review Manulife's company culture and values, and be prepared to discuss how you align with them
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