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The Claims Payments Officer is responsible for the end-to-end processing and reporting of claims, ensuring timely settlement of customer claims, accurate capture of transactions in FMS, effective stakeholder engagement, and compliance with internal controls to deliver an excellent customer payment experience.
1. End-to-End Claims Payment Management
Manage the complete claims payment process from receipt of approved claims to successful settlement, ensuring payments are processed accurately and within agreed service timelines.
2. Claims Accounting & FMS Processing
Accurately capture and post claims transactions in the Financial Management System ensuring records are complete, accurate, and support financial reporting requirements.
3. Customer Payment Experience Management
Monitor the status of customer payments and proactively communicate updates to stakeholders to ensure a seamless customer experience and timely resolution of payment-related enquiries.
4. Returned and Failed Payment Management
Investigate, resolve, and reprocess failed or returned payments promptly, minimizing settlement delays and improving payment success rates.
5. Stakeholder Relationship Management
Serve as the primary contact for claims payment enquiries, providing timely support and building strong relationships with Operations, Customer Experience Team and Bank Partners.
6. Claims Reporting & Management Information
Prepare accurate claims reports, providing timely insights on claims volumes and payment performance
7. Bank Reconciliation
Perform reconciliation of bank accounts and cash book, ensuring unreconciled items are accurately identified, investigated, and resolved within agreed timelines.
8. Process Improvement & Controls
Drive continuous improvement in claims payment processes while ensuring compliance with internal controls, company policies, audit requirements, and regulatory standards.