The Company


Cover Genius is a Series D insurtech that protects the global customers of the world\xe2\x80\x99s largest digital companies including Booking Holdings, owner of Priceline, Kayak and Booking.com, Intuit, Hopper, Skyscanner, Ryanair, Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We\xe2\x80\x99re also available at Amazon, Flipkart, eBay, Wayfair and SE Asia\xe2\x80\x99s largest company, Shopee. Our partners integrate with XCover, our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year.


Our team and products have been recognised with dozens of awards including by the Financial Times who ranked Cover Genius as the #1 fastest growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commits itself to diverse cultural programs, in particular \xe2\x80\x9cCG Gives\xe2\x80\x9d which makes social entrepreneurs out of us all and funds development initiatives in global communities.


Our People are
Bold, Authentic, Purposeful and Inspired


Our People are not
Perfect, Traditional, Complacent or Cautious


About the role


The Process engineer (Customer Quality Analyst) is responsible for delivering initiatives relative to the evaluation and monitoring of claims and support activities across RentalCover and XCover businesses. The role\'s main purpose is to audit customers\xe2\x80\x99 inbounds and contacts against targeted standards and work with the relevant managers to implement action plans for any improvements needed.

What your working week will involve

• Claims and Support Monitoring
• Audit quality of claims and support activities in regards to processes, customers communications, assessment guidelines and compliance requirements.
• Audit claims and support activities to ensure the service is completed within agreed SLA\xe2\x80\x99s
• Audit complaints handling, including individual cases, underwriter reporting and customers/regulator communications.
• Based on audit findings, work with claims and support managers globally to run root cause analysis, propose action plans and generate reports for the upper management.
• Assist claims and support managers with the implementation of actions items proposed including delivery of training to the relevant staff and review of the internal knowledge base.
• Based on audit findings, liaise and provide feedback to the compliance team regarding internal policies
• Listen to a sample of relevant partners\xe2\x80\x99 calls to ensure a compliant sales journey and partner activity from a claims and support point of view.
• Contribute to the combined customer operation team, working collaboratively as one team to achieve strategic objectives.

Other duties

• As part of the onboarding of Compliance Monitoring Plan, carry out the monthly review areas and coordinate the handover to the functional leads.

What the ideal profile looks like

• Bachelors or higher degree in Business, Engineering, or Other related field required.
• 1-3 years experience in all aspects of claims and support operation
• Ability to adapt quickly to a start-up pace environment and culture
• Proven ability to foster and develop relationships with key external and internal stakeholder
• Problem solving and advocating for customer solutions
• Produce reports and present quarterly results
• Driven, energetic and a \xe2\x80\x9cgood enough is not enough\xe2\x80\x9d mentality.
• Professional approach.
• Ability to work under pressure.
• Organisational and time management skills.
• Excellent attention to detail.
• Confident manner.
• Positive approach to change

Why Cover Genius?


Cover Genius not only cares about being the best in our industry, we care about our team. We\xe2\x80\x99re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean?

• 
  Flexible Work Environment - we are outcome focussed and understand that for our people to perform at their best flexibility is critical. Soon after the declaration of the COVID-19 global pandemic the entire CG team was granted an extra 15 days of Wellness Leave to take throughout 2020.

• Employee Stock Options - we want our people to share in our success, we reward them with ownership for their contribution in creating a world-class company.

• 
  Work with like-minded people who are passionate about both the work we\'re doing and giving back. Our CG Gives programs enables us to all become philanthropists through our peer recognition and rewards system.

• Social Initiatives - pictures speak a thousand words!

Sound interesting? If you think you have the best composition of the above, send us your resume and let\'s chat!

• 
  We care about the health and safety of our people. This means that we require our employees to be fully vaccinated against COVID-19 if they are not subject to an exemption. Please let us know if you have any questions or need accommodations based on your individual circumstances.

• 
  Cover Genius promotes diversity and inclusivity. We don\'t tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.