Provide customer support handling escalations in collections for Carrington Mortgage Services. Resolving complex customer calls and ensuring compliance with regulations in a hybrid schedule.
About the role
- Senior Process Associate in Collections, Claims and Disputes at Genpact managing claim documents and client inquiries. Ensuring timely processing of claims with operational support for various business lines.
Responsibilities
- Examine claims documents received
- Examine documents to settle any required adjustments
- Review client inquiries regarding open billing invoices, research statements from ceding companies and brokers
- Ensure timely and accurate processing of claim documents, including claim payments and claims setup, sending of acknowledgement letters, and other non-core claims processes
- Issuing, checking and sending dunning letters / Collection letters
- Resolve deductions & disputes
- Follow up on accounts and on disputed items
- Identify potential claims to be called out and refer to appropriate personnel
- Remain abreast of company and industry changes as well as changes in internal processes and procedures
- Provide operational support as needed to various business lines, communicate with customers via phone and written correspondence to obtain specific claim information
- Work with the Accounting team to book corrections and assure ledger
- Support ad hoc requests from Business groups and local units
- Provide required monthly reports
- Successfully graduating the training plan attached to the position and the tasks;
- Updating the working procedures periodically;
- Training other team members regarding the daily tasks whenever necessary and requested by the manager;
- Maintain and develop relationships with relevant markets and client serviced by team and all major customers within those markets as appropriate;
- Identify opportunities for continuous process improvement and innovative solutions and communicate to direct manager
Requirements
- Language level: Serbian, preferably C1 + English, B2
- Graduate / Post-graduate in Business Management or similar
- Anti-money laundering relevant certifications are nice to have
- Good Excel, MS Access, Power Point skills, word and experience in VBA will be an added advantage
- Previous working experience on OTC – Collections is an advantage
- Be a self-starter, highly organized and able to handle multiple priorities and meet deadlines
- Good verbal and written communication skills and able to deliver results in time
- Working experience with various countries and cultures would be a plus
- Insurance Certification/ experience would be a plus
Benefits
- Professional development
- AI certifications to advance your skills
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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