CS and Claim Analyst

About Amartha

At Amartha, we empower micro-businesses across Indonesia, enabling growth and equal prosperity. We’ve supported over 2.7 million entrepreneurs—mostly women—by disbursing IDR 22.8 trillion in funding. As we step into 2025, Amartha is evolving into a technology-driven financial ecosystem, expanding our reach in lending, funding, and payments. Through innovation and digital solutions, we aim to enhance accessibility, streamline processes, and create a seamless user experience.

About the Role

As a CS and Claim Analyst, you’ll play a key role in ensuring every customer receives timely, accurate, and empathetic support throughout their journey with Amartha. This role combines customer service excellence with claims processing accuracy, helping maintain both customer satisfaction and operational integrity. You’ll handle customer inquiries and complaints through various channels, assist in claim verification and analysis, and coordinate with internal teams to ensure quick and fair resolutions. This position is ideal for someone who’s detail-oriented, communicates clearly, and enjoys solving problems while maintaining a strong customer focus.

Job Responsibilities

• Handle customer inquiries, complaints, and requests through various channels (email,chat,call etc.)
• Provide clear and professional information regarding products and services
• Coordinate with internal teams to ensure effective case resolution
• Maintain service quality in line with SOPs and applicable OKRs
• Receive, review, and analyze claim documents submitted by customers
• Ensure completeness and validity of claim data in accordance with applicable requirements
• Conduct objective and accurate claim verification and evaluation
• Coordinate with internal teams, and third parties regarding claim processing

Requirements

• Minimum of 2 years experience in a contact center or similar customer service role
• Strong understanding of claim processes and relevant regulations (experience in insurance/fintech is a plus)
• Minimum education: Diploma (D3) or Bachelor’s degree (S1)
• Willing to work on a shifting schedule and from the office (WFO)
• Previous experience in the same role is preferred
• Strong verbal and written communication skills
• Proficient in computer use and basic office applications
• Familiar with CRM systems and customer service tools
• Detail oriented and highly organized
• Proficiency in English will be an added value

At Amartha, we are dedicated to creating a workplace that celebrates diversity, ensures equity, and fosters inclusion. We believe that diverse perspectives—shaped by factors such as gender, age, race, ethnicity, education, culture, and life experiences—drive innovation and growth.

We actively welcome individuals from all backgrounds to join us in building an environment where everyone feels respected, valued, and empowered. Our commitment is to provide equal opportunities and foster a sense of belonging that enables our employees to thrive and make meaningful contributions.