CS & Claim Insurance Team Leader

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

We're looking for a Customer Experience & Claim Manager who possesses strong expertise in managing end-to-end insurance claim processes and establishing a contact center operation specific to the insurance scope. The position will play a key role in mitigating operational risks during the transition phase, maintaining compliance, and ensuring that the partnership can deliver efficient and reliable insurance services from the start.

Job Descriptions : 

• Supervise and support the claims and customer service teams.
• Provide training, coaching, and development opportunities for team members.
• Conduct performance evaluations and manage staff schedules.
• Oversee the entire claims process from intake to resolution.
• Ensure claims are processed efficiently and accurately.
• Review and approve large or complex claims.
• Develop and implement claims handling procedures.
• Ensure high levels of customer satisfaction through excellent service.
• Handle escalated customer complaints and issues.
• Develop and refine customer service policies and procedures.
• Monitor customer feedback and identify areas for improvement.
• Ensure compliance with industry regulations and company policies.
• Prepare and present regular reports on claims and customer service metrics.
• Conduct audits and quality assurance checks.
• Identify and implement process improvements to enhance efficiency.
• Collaborate with other departments to streamline operations.
• Stay updated on industry trends and best practices.
• Act as a liaison between customers, claims adjusters, and other departments.
• Ensure clear and effective communication within the team.
• Prepare and deliver presentations to senior management.

Requirements

• Minimum 5 years of experience in customer experience, operations, or claim management, * preferably in financial or insurance industries
• Strong understanding of end-to-end insurance claim processes, including coordination between lender, insurer, and regulator.
• Proven experience in managing contact center operations, including performance monitoring, team leadership, and quality assurance.
• Ability to develop, track, and manage KPI and SLA to ensure service efficiency and customer satisfaction.
• Excellent command of English, both written and spoken. Especially for report preparation, communication with business partners, and regulatory correspondence.
• Strong analytical thinking, problem-solving, and communication skills.
• High attention to detail, with the ability to manage multiple priorities in a dynamic environment.
• Able to communicate in English at a conversational level, both verbally and in writing.
• Must have LOMA Certified 291 or LOMA CX or AAMI certified CX scopes

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.