Lead Specialist - Claims Advocacy

We are seeking a talented individual to join our Knowledge Services team at Marsh. This role will be based in Mumbai. This is a hybrid role that has a requirement of working at least three days a week in the office.
The Knowledge Services team is an essential part of the strategic vision for Claims Advocacy. Based in Mumbai, the Claims Advocacy team comprises skilled claims professionals who provide dedicated support across multiple Lines of Business and collaborate closely with Claims Advocates in the U.S. region. This position is focused on assisting FinPro Claims Advocates in the U.S. Responsibilities include helping clients navigate their claims and managing complex insurance issues. The selected candidate will provide high-quality claims advocacy services tailored to the needs of the U.S. region. This role is based at our Mumbai office located in Hiranandani.
We will count on you to:

• Receive claim notices from US advocates and promptly notify relevant markets through the Operations team.
• Follow up with each market and assigned claim adjuster to ensure timely acknowledgment of claims.
• Conduct proactive reviews of all claims, both new and existing and develop strategic action plans to drive favourable resolutions.
• Verify claims in alignment with policy terms and conditions to ensure accuracy and compliance.
• Maintain professional and timely communication with clients, brokers, and third parties to gather required information and provide updates on the claims process.
• Follow up with carriers to obtain Coverage Position Letters within expected timelines.
• Maintain organized records of carrier file numbers and claim adjuster contacts in mClaim for both primary and excess layers.
• Organize and tabulate defense invoices received from law firms.
• Coordinate with the wider claims team to ensure effective handling, processing, and filing of claims across market and internal systems.
• Prepare impactful PowerPoint presentations for internal and external stakeholders.
• Follow up with insurers for claim payments once approvals are secured to ensure timely financial settlement.
• Conduct research on assigned topics to support claims operations and decision-making.
• Compile Executive Summary Reports (CRT) for leadership and stakeholder review.
• Create and maintain a comprehensive Defense Attorney Database.
  
• Collaborate with US claims advocates to support the management of complex and high-value claims, providing assistance to ensure efficient and effective resolutions.
• Provide data and analytics support to US claims advocates on high-frequency accounts to identify trends and support strategic decision-making.
• Drive process improvement by identifying and automating manual tasks, enabling greater accuracy and productivity.
  

What you need to have:

• 8-10 years of experience in the General Insurance domain, with exposure to multiple claim types, the end-to-end claims lifecycle, and claims data management.
• Graduate or Masters degree in Commerce, Business Administration, or an equivalent insurance-related education program.
• Strong knowledge of FinPro insurance claims, including coverage understanding and claim handling nuances.
• Excellent stakeholder management skills, with the ability to engage effectively with internal leaders, clients, and cross-functional teams to ensure smooth execution of priorities.
• A proactive problem-solving approach, capable of anticipating challenges, identifying root causes, and driving effective resolutions.
• A strong solution-oriented mindset, consistently delivering outcomes that balance client needs, operational efficiency, and business objectives.
• Ability to manage multiple high-priority tasks and projects simultaneously, while maintaining accuracy, timeliness, and attention to detail.
• Commitment to continuous improvement, with the ability to identify opportunities to streamline processes, enhance workflows, and support organizational growth.
• Drive value creation by identifying opportunities to build new capabilities, enhance service offerings, and strengthen the overall strategic position of the team.
• Proficiency in MS Office (Word, Excel, Outlook, PowerPoint) with advanced Excel skills being a strong advantage.
• Strong verbal and written communication skills, including excellent email drafting capabilities.
  

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What makes you stand out

• Strong persistence and follow-up skills.
• Possession of relevant insurance designations such as AIC (Associate in Claims) or AII (Associate in Insurance) is highly beneficial.
• Knowledge and experience of resolving complex claims across a variety of relevant business lines.
• Proficient in data analytics tools, with a strong ability to derive actionable insights from complex datasets.
• Experienced in working with AI models, leveraging advanced technologies to enhance decision-making processes.
• Proven track record of collaborating with offshore colleagues, fostering teamwork and driving project success across geographical boundaries
  

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.
  

Marsh Risk is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Marsh Risk, visit marsh.com, or follow us on LinkedIn and X.
Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, caste, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.
Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one anchor day per week on which their full team will be together in person.
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