Contact Centre, Senior Specialist (TPA,Employee Benefits Management)

Position Overview

We are looking for an experienced and service-oriented Senior Specialist to join our Contact Centre team.

This is a senior individual-contributor role focused on managing complex member enquiries, escalations and cases requiring a higher level of judgement and subject-matter understanding.

The role requires strong ownership, with the ability to assess enquiries independently, coordinate with relevant stakeholders and follow cases through to appropriate resolution.

Key Responsibilities

· Handle member enquiries primarily through live chat, with phone and email support where required.

· Manage complex or escalated enquiries relating to employee benefits, claims, specialist appointments, Letters of Guarantee and other healthcare-related services.

· Apply a deeper understanding of claims processes to provide clear and accurate explanations beyond standard frontline servicing.

· Assess enquiries independently and determine the appropriate action, escalation or follow-up required.

· Maintain end-to-end ownership of assigned cases, including coordination with Claims and other relevant stakeholders where necessary.

· Provide timely updates to members and follow upon outstanding actions until the case is appropriately resolved or concluded.

· Deliver professional, clear and personalised written responses while making appropriate use of approved templates and knowledge resources.

· Identify when an interaction should transition from chat to phone or email, particularly where verification, documentation or sensitive information is involved.

· Ensure all interactions and case activities are accurately documented in the relevant systems.

· Comply with applicable PDPA, confidentiality and information-security requirements.

· Identify recurring issues, service gaps or complex cases and highlight them to the appropriate stakeholders for further review.

· Support testing, process improvements, knowledge updates or other operational activities where required.

· Perform other ad hoc duties and Contact Centre responsibilities as assigned based on operational needs.

Requirements

· At least 3 years of relevant experience in a insurance, TPA, healthcare or employee benefits environment.

· Good understanding of claims processes, case management and escalation handling.

· Experience independently managing complex customer or member enquiries.

· Excellent written English, with the ability to communicate clearly, professionally and naturally through live chat and email.

· Minimum typing speed of 50 words per minute(WPM) with good accuracy.

· Strong verbal communication and interpersonal skills.

· Good judgement, problem-solving ability and attention to detail.

· Able to manage multiple active cases, priorities and follow-ups independently.

· Comfortable navigating multiple systems, portals and communication channels.

· Able to work independently while collaborating effectively with internal stakeholders.

· Willing to work weekends, adjusted shifts or other schedules when operationally required.

For more information, visit https://www.alliancemedinet.com/.
Kindly be informed that only shortlisted candidates will be notified.