Service Accommodation - Claims & Refund Lead
Officium Group
Date: 11 hours ago
City: Taguig
Contract type: Full time
Job Title: Claims and Refunds Lead
Purpose of the Role
Purpose of the Role
- To oversee and manage all claims and refund processes, ensuring accuracy, efficiency, and exceptional customer experience while maintaining compliance with company policies and financial standards.
- Claims & Refund Oversight
- Manage end-to-end claims and refund operations for customers and partners.
- Ensure timely and accurate processing of claims and refunds according to company policies.
- Policy Compliance
- Maintain strict adherence to internal guidelines and regulatory requirements.
- Review and update claims and refund policies to align with industry best practices.
- Customer Experience
- Communicate clearly and professionally with customers regarding claim status and resolutions.
- Handle escalations with empathy and efficiency to maintain trust and satisfaction.
- Data Accuracy & Reporting
- Verify documentation and validate claims before approval.
- Generate regular reports on claims volume, refund trends, and resolution timelines.
- Collaboration & Coordination
- Work closely with Finance, Operations, and Customer Support teams to ensure smooth workflows.
- Coordinate with external partners when necessary for claim validation.
- Risk Management
- Identify potential fraud or discrepancies and implement preventive measures.
- Escalate high-risk cases to senior management with a detailed analysis.
- Continuous Improvement
- Analyse recurring issues and recommend process enhancements.
- Implement automation tools and digital solutions to improve efficiency.
- Experience working with OTA platforms (e.g., Booking.com, Airbnb, Agoda, Expedia) is a strong advantage.
- Proven experience in claims management, refunds, or financial operations.
- Strong analytical and problem-solving skills.
- Excellent communication and negotiation abilities.
- Familiarity with compliance standards and risk management practices.
- Tech-savvy and comfortable with digital platforms for tracking and reporting.
- With own Laptop and with strong internet connection of atleast 25mbps plus back up
- Willing to work on a hybrid and onsite set up
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