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.